TREDWORTH JUNIOR SCHOOL

School Complaints Procedure

General Principles:

This procedure is intended to allow you to raise a concern or complaint relating to the school, or the services that it provides

An anonymous concern or complaint will not be investigated under this procedure, unless there are exceptional circumstances

To allow for a proper investigation, concerns or complaints should be brought to the attention of the school as soon as possible. In general, the school will not consider any complaint that was raised more than 3 months after the event

Raising a concern or complaint

Informal Stage (Stage1)

The majority of concerns will be dealt with informally when you make them known to us.

It is normally appropriate to communicate directly with the member of staff concerned. This may be by letter, by telephone or in person by appointment. Many concerns can be resolved by simple clarification or the provision of information and it is anticipated that most complaints will be resolved by this informal stage.

In the case of serious concerns, it may be appropriate to address them directly to the Head Teacher (or to the Chair of the Governing Body, if the complaint is about the Head Teacher).

If you are uncertain about whom to contact, please seek advice from the school office or the Clerk to the Governing Body.

If you are still dissatisfied following this informal approach, your concern will become a formal complaint and we will deal with it at the next stage.

The difference between a concern and a complaint:

A ‘concern’ may be defined as ‘an expression of worry or doubt over an issue considered to be important for which reassurances are sought’.

A complaint may be generally defined as ‘an expression of dissatisfaction however made, about actions taken or a lack of action’.

DfE, 2016.

Formal Stage (Stage 2)

If your concern is not resolved at the informal stage you must put the complaint in writing and pass it to the Head Teacher, (or to the Clerk to the Governing Body, for the attention of the Chair, if the complaint is about the Head Teacher) who will be responsible for ensuring that it is investigated appropriately. A Complaint Form is provided to help you.

You should include details that might help the investigation, such as names of potential witnesses, dates and times of events, and copies of relevant documents.

It is very important that you include a clear statement about what you hope might reasonably contribute to a resolution of the problem at this stage. Without this, it is much more difficult to proceed.

Please pass the completed form, in a sealed envelope to the Head teacher or to the Clerk to the Governing Body, as appropriate.

The Head Teacher (or Chair) may invite you to a meeting to discuss your complaint and to seek a resolution. If you accept that invitation, a friend may accompany you if you wish to help you in explaining the nature of your complaint.

It is possible that your complaint will be resolved through a meeting with the Head Teacher (or Chair). If not arrangements will be made for the matter to be referred to the Chair of Governors.

 In any case, you should learn in writing, usually within 5 days of the school receiving your formal complaint, of how the school intends to proceed.

This notification should include an indication of the anticipated timescale.

The Chair of Governors may invite you to a further meeting to discuss your complaint and to seek a resolution. Again, if you accept that invitation, a friend may accompany you to help you explain the nature of your complaint. In any case, you should learn in writing, usually within 5 working days of the Chair of Governors receiving your formal complaint, of the outcome.

If you are not satisfied with the way in which the process has been followed, you can request that the governing body reviews the process followed by the school in handling the complaint. You must make this request in writing to the clerk to the governing body, within 10 school days of receiving notice of the outcome, and include a statement specifying any perceived failures to follow the procedure. The procedure described below will be followed. A Review Request form is provided for your convenience.

Review Process (Stage 3)

A panel of three members of the governing body will conduct any review of the process followed by the school. This will usually take place within 10 school days of receipt of your request.

The governors on the review panel will normally consider written submissions, but will sympathetically consider any reasonable requests to make oral representations.

The panel will first receive written evidence from the complainant of perceived failures to follow the procedure.

The panel will then invite representatives of the school (Usually the Head Teacher or the Chair of the Governing Body panel that has considered the matter), as appropriate, to make a response to the complaint.

The panel may also have access to the records kept of the process followed.

You, and the school representatives, will be informed in writing of the outcome, usually within 5 school days of the panel meeting.

The matter will then be closed as far as the school is concerned.

If you believe that the Governing Body has acted illegally or arbitrarily in handling the complaint, then you may make representations to the Secretary of State for Education.

Complaints surrounding the handling of your personal data under the UK GDPR and DUAA 2025

If your complaint surrounds the school's handling of your personal dat, how a subject access request was handled, data securing measures during a breach, or the collection, use, or retention of your personal data, then this will be handled by a senior member of staff at the school who will work closely with our DPO to investigate your concerns. 

Process that the school will follow:

The complaint will be acknowledged and clarified, assigned to a member of the Senior Leadership Team, and you will receive our response within 30 days (once the complaint has been clarified).

Please note that should the complaint not be clarified within 21 days then the school will consider the matter closed with no further action required.

The school will work closely with our DPO to investigate the complaint, maintaining open communication with you, if required, throughout the process.

If you remain dissatisfied following the internal investigation then the school will provide you with the ICO contact details for you to submit a formal complaint. 

Tredworth Junior School

 School Complaint Form

   Please complete this form and return it to Head Teacher (or Clerk