Making a Complaint: Guidance for Parents and Carers

We are committed to providing the best possible education and care for all our children. We aim to work in partnership with parents and carers, and we believe that concerns are best resolved when raised promptly and dealt with fairly.

This page explains how you can share a concern or make a formal complaint, what you can expect from us, and how we will support you through the process.

1. If You Have a Concern

In most cases, concerns can be resolved quickly and informally.

Start by speaking to the class teacher

They know your child best and will usually be able to resolve the issue quickly. You can speak to them at the end of the day or contact the school office to arrange a conversation.

If your concern is not resolved

If you feel the issue needs further attention, you may contact a member of the senior leadership team. They will listen, investigate where appropriate, and work with you to find a solution.

2. Making a Formal Complaint

If an informal approach does not resolve your concern, you may make a formal complaint using the school’s Complaints Procedure. (See the botom of this page)

How to make a formal complaint

Please put your complaint in writing and include:

• Your name and contact details
• A clear description of your complaint
• What has already been discussed
• What outcome you are seeking

Complaints can be submitted:

• By email: ashurst@sthelens.org.uk
• In writing: Addressed to the Headteacher
• By phone: If you require support to make a written complaint

Please use the complaints form which can be downloaded at the bottom of this page when making a complaint.

Complaints about the Headteacher

If your complaint relates to the Headteacher, address your written complaint to the Chair of Governors via the school office or email: ashurst@sthelens.org.uk

3. What Happens Next?

When we receive a formal complaint, we will:

1. Acknowledge your complaint in line with the school complaints procedure shown at the bottom of this page.
2. Carry out an investigation, which may include speaking with staff, reviewing records, and discussing the matter with you.
3. Respond in writing with findings and any actions the school will take.

We will aim to resolve complaints swiftly and keep you updated at every stage.

4. Further Stages

If you are not satisfied with the outcome, you have the right to proceed to the next stage outlined in our full Complaints Policy, which may include:

• Review by a senior leader
• Review by a panel of governors
• Referral to the Department for Education (where appropriate)

Details of each stage are available in our Complaints Policy.

5. Support and Accessibility

We want everyone to feel able to raise concerns or make a complaint.

If you need help to express your complaint—due to language, disability, or any other reason—please contact the school office. We will make reasonable adjustments to support you.

6. Our Commitment

We handle all concerns and complaints:

• Respectfully
• Confidentially
• Fairly and impartially
• In line with statutory guidance