Each school is responsible for resolving its own complaints. If you are unhappy about something that has happened at St Luke’s CE School, you have the right to make us aware of your concerns. The school aims to have a productive and positive relationship with those who come into contact with it in the community. The school hopes that through this strong relationship many day-to-day problems and concerns that will inevitably arise can be solved quickly and simply through early communication and open honest discussion.
If after normal communication channels have been exhausted and the complainant remains dissatisfied with any solutions suggested, then the agreed procedure should be followed by both complainant and school. Every complaint is a matter of concern for the school and will be investigated with due urgency and thoroughness, making every effort to ensure a satisfactory solution is found
Whilst there may be exceptions and/or variations, the general process is as follows and if you are not sure how or who to contact at any stage, please contact the school office.
Most concerns and complaints can be sorted out quickly by speaking with your child’s class teacher. You may need an appointment which can be done via the school office, but class teachers are always available at the beginning and the end of each day. All staff will make every effort to resolve your problem informally, make sure that they understand what you feel went wrong, explain their own actions to you and ask what you would like the school to do to put things right.
Whilst we may not come round to your point of view in every case, it will help both you and us to understand both sides of the issue in question. It may also help to prevent a similar problem arising again. Most complaints are usually resolved at this stage.
Discussion with the Head of School
If you are dissatisfied with the class teacher’s response you can make an appointment to speak to the Head of School. Please contact the school office to make an appointment.
Formal Complaint Stage 1
If a written complaint is received by the Head of School or a member of the governing body, it will normally be acknowledged within 5 school days and the complainant told that the matter will be investigated and a response given within a certain time, normally 10 school days. On receiving a formal complaint, the Head of School will inform the Chair of governors and make sure the informal stages of the procedure have been followed.
Formal Complaint Stage 2
If the Chair of the governing body receives a written complaint from a parent s/he will consult with the Head of School before taking any action. It is important to ensure that the informal stages of the procedure have all been exhausted.
Formal Complaint Stage 3
If the Complaints Committee of the governing body is to consider the complaint, the Clerk to the governing body should set up the meeting within 20 school days giving at least 10 school days’ notice of the meeting to: the members of the committee, complainant, Head of School and the Chair of the governing body.
Parents of Pupils with Special Education Needs and/or Disabilities
Parents with a complaint relating to the support provided by the school for their child, with regards to their Special Educational Need and/or Disability, should first raise the matter with the class teacher and SENDCo. If the concern persists, it should be discussed with the Head of School and, if the matter is still not resolved, with the Chair of Governors who will facilitate the appropriate action, which may include an investigation. If there is a formal complaint, then the school’s complaints procedure will be followed.