How to comment or complain

We want all pupils and their families to be happy with the education they receive at our school and our staff try to do their best for everybody.

We welcome feedback from you, and your comments – either positive or negative – are helpful for future planning and improvement.

Letters, regular reports, parents’ evenings and open mornings/evenings help to keep you up to date with what is happening and how your child is getting on at school.

However, you may want to talk to us about a particular aspect of the school that you are worried about or you may be unhappy about the way in which a member of staff has dealt with your child. Usually, we can deal with any problems informally, but unfortunately, this is not always possible and you may wish to make a complaint.

Whatever the issue, please come and talk to us so that we can sort it out.

Our promise to you

  • · your concern will be dealt with honestly, politely and in confidence
  • · your concern will be looked at thoroughly, impartially and fairly
  • · we will keep you up to date with progress at each stage of the process
  • · you will receive an apology if we have made a mistake
  • · you will be told what we are going to do to put matters right and if necessary we will ensure the relevant policies are reviewed and improved.

How to make a complaint

We have adopted a formal procedure for dealing with complaints, a copy of the policy and procedures can be obtained from the school or by clicking here. We hope you never need to use it but our process has four stages:

Stage 1 – Informal

If you have a concern about anything we do you can tell us by telephone, in person or in writing (letter or email).

Stage 1a

We hope that most complaints can be settled quickly and informally either by putting matters right or by giving you an explanation. If there is something you are not happy about, or you don’t understand why we are doing something in a particular way, please come in and discuss it with the teacher or another appropriate member of staff.

If the first person you talk to cannot help, then speak to a senior member of staff or the headteacher. The school will usually reply to you within a day or so, but always within seven days as teachers teach 95% of the time.

Stage 1b

We should be able to sort out your concerns, but if this is not possible, you can take your complaint to the next stage.

Stage 2 – Formal

Stage 2a

If you are not satisfied with the outcome of Stage 1, you can complain formally to the head of site, by completing a form which is available in the school office. The headteacher will arrange to investigate your complaint and may invite you to the school to discuss the issue. When your complaint has been fully investigated, the headteacher will respond to you in writing, normally within fourteen days of receipt of the form.

Stage 2b – If you are not satisfied with the outcome of Step 2a, you can complain formally to the executive head, by completing a form which is available in the school office.

Stage 3 Formal- Chair of Governors

If you are not satisfied with the outcome of Stage 2. you can request the complaint to be heard by the Chair of Governors. They will acknowledge receipt of the complaint within seven days of the complaint being received. The Chair will write to you with the outcome of investigation within 21 days (if an extension of time is required the Chair will inform you of the new deadline and reasons for the delay..

The Chair will notify the headteacher of the outcome and if resolution is not achieved an offer of escalation to Stage 4 will be provided.

Stage 4 – Governor’s Complaints Panel

The meeting will be arranged by letter. A decision will be issued in writing confirming the panel decision following the meeting. the headteacher will be informed of the outcome and the Panel will then advise you of the escalating routes to the Secretary of State of Education (further information can be provided by the school).

Complaints relating to the Headteacher

If your complaint relates to the headteacher and is not resolved at the informal stage, you may write to the chair of governors outlining your complaint. The chair of governors will arrange to investigate the matter which will normally involve meeting with you to give you the opportunity to present your concerns and evidence verbally. The chair of governors will complete an investigation, within twenty one days of receipt of the formal complaint, and will inform you of the outcome in writing.(stage 3)

Review Process – relating to all members of staff, including the headteacher

If you are not satisfied that the procedure has been followed correctly or feel that your complaint has not been addressed appropriately, you may request that the governing body reviews the headteacher’s or chair of governors’ handling of the complaint. Any such request would need to be made in writing within fourteen days of receipt of the headteacher’s or chair of governors’ letter to you.

The governing body’s complaints committee will meet within twenty-one days of receipt of the request to review the details of the complaint and the evidence provided. The chair of the committee will send you a letter, within five days of the meeting, notifying you of the outcome of the review.

If we cannot resolve the problem within the timescale given, we will write to you and tell you why there is a delay and when we will be able to respond.(stage 4)

It is anticipated that the small number of complaints that may be referred to the committee can be resolved satisfactorily through this process. The committee’s decision is final.

Your views are important

We are committed to providing excellent education at our school. The headteacher, staff and governing body take all complaints very seriously and we will do everything we can to ensure that you and your children are happy with our school. Please keep talking to us!

  1. Roseann curran

    Wow really impressed with how Brooklands Farm pupils interacted with pupils at Gifford Park school today, powerful game of lunchtime football. Well done as a parent you done us proud.

  2. Today I attended the Restorative Practice Workshop. It was very informative, explaining the restorative practices that are used in the school and how they support the children’s learning. It explained briefly the language that is used in the school and why. I have come away with a much better understanding of the schools restorative practices and how I could reinforce the schools philosophies at home.

  3. Melissa McDonald

    Good evening. I have visited both sites this week and I am assuming our son will go to the countess way site as we live near Wenford and our son is adopted. Unfortunately my husband could not attend the open evenings therefore would it be possible for us to all come along on a Friday as he finishes at 4.00 on a Friday and 6pm on other days. Please let us know when this would be convenient.

    Many thanks
    Melissa and Carl McDonald

  4. Lisa palmer

    Just wanted to say what a great idea it is in year 5a to ask each class member something they like about the child that is receiving their pin. It is a good way of showing children that they can complement each other.

  5. PTA

    Hi,

    I have not seen any dates for PTA meeting since the start of the year.
    Have I missed any meetings?

  6. Parent Feedback

    Hi,
    Do parents have any opportunity or a forum to provide feedback on the school, teachers, events, etc.?
    Speaking with several parents, I noticed that they share similar concerns which are not voiced.
    It would be helpful to be able to share them and know that they are valued.

    • Mrs J Gowen

      Hi Edith,
      We encourage parents to come in to speak with us regarding any concerns they may have. We welcome all feedback. Parents may request a meeting through the front desk at both campuses.

      Regards,

      Jill

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