A complaint will be treated as an expression of genuine dissatisfaction, to which the school will respond.
Parents who have any concern or complaint about school provision for their child should normally raise it in the first instance with their child’s class teacher (Primary) or form tutor (Secondary). This can be in the form of a letter, an email, by telephone or by requesting a meeting. We would ask that all communications with the school, whether written or verbal, are conducted in a courteous, constructive and non-aggressive manner. This pertains to communication with teaching and non-teaching staff in equal measure.
If the parent is not satisfied with the response of the class teacher or form tutor, or feels that the matter is sufficiently sensitive or serious, they should contact the Assistant Key Stage Leader or Head of Year for that year group. If the matter is regarding the teaching of a specific subject for their child, they should contact the Head of Department in Secondary or Head of Subject in Primary. This person will be able to liaise with relevant staff and put the parent in contact with the appropriate member of the Secondary Leadership Team or Primary Leadership Team. The may also refer the parent directly to the Campus Principal if appropriate. If the incident or concerns is regarding external examinations then communication should be directed to the Vice Principal for Achievement & Progression.
Parents may feel that they should contact the Campus Principal directly, especially on a matter of great importance or sensitivity. This is not advisable in the first instance, as such issues will usually be referred back to middle leadership for initial investigation. Therefore it is best to seek their advice in the first instance.
Parents have the right to contact or write directly to the Head of School on a matter of serious concern. While not discouraged, the issue will be referred back to the Campus Principals and their leadership teams (SLT or PLT) for further investigation. Therefore it is best to seek their advice in the first instance.
The school reserves the right to deviate from this protocol for addressing concerns or complaints where necessary. Discourteous or aggressive actions towards members of staff will not be tolerated and the Campus Principals or Head of School will intervene should this arise, or seem likely to arise.