If a parent raises an issue face to face or by telephone, it may be possible to resolve the matter immediately and to their satisfaction.
If the parent has made a complaint or suggestion in writing, the person contacted will respond within two working days explaining how they/the school propose to proceed.
In many circumstances, the person contacted will need to discuss the issue with one or more colleagues and consider further information before responding. The parent will be given a date by which they will receive a response. If a detailed explanation of the issues is needed, a letter, email or report will be sent to the parent as quickly as possible informing them of the outcome of their complaint. This communication will also explain action taken or proposed. Alternatively, the parent may be invited to a meeting at the school as a face to face discussion can often diffuse tension and allow opportunity for greater clarity and openness.
The school maintains a written record of all significant parental complaints and their outcome.