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Complaint Guidance

Complaints Guidance for Parents and Carers

We are committed to working in partnership with parents and carers to resolve any concerns in a clear, respectful, and supportive way.

We follow national guidance published by Parentkind, co-badged by the Department for Education (DfE) and Ofsted, which promotes positive communication and early resolution of concerns.

How to Raise a Concern or Complaint

The Parentkind guidance outlines five simple steps to help resolve concerns effectively:

1. What Kind of Issue Is It?

Think about the nature of your concern and what outcome you are hoping for.

2. Who Should I Contact?

In most cases, concerns should first be raised with your child’s class teacher or a relevant member of staff.

3. How Do I Raise My Complaint?

We encourage parents to raise concerns politely and constructively, either in person, by phone, or in writing, following our complaints policy.

4. When Can I Expect a Response?

Our school aims to acknowledge and respond to concerns within the timescales outlined in our complaints procedure.

5. Where Can I Escalate My Complaint?

If your concern is not resolved at an early stage, it may be escalated in line with our formal complaints process.

When Complaints Go Wrong

The guidance also includes helpful advice on common reasons why complaints may become difficult, including misunderstandings, unclear communication, or unrealistic expectations. We encourage open and respectful dialogue to prevent issues from escalating.

We are also aware that some parents may use Artificial Intelligence (AI) tools to help draft correspondence. While this can be helpful, we kindly ask that all communication remains personal, clear, and focused on resolving the issue constructively.

Our Approach as a School – The CLEAR Model

We use the CLEAR approach when responding to concerns:

  • Categorise – Understand the nature of the issue

  • Listen – Give full attention to concerns raised

  • Empathise – Acknowledge feelings and perspectives

  • Ask – Explore possible areas of agreement

  • Respond – Provide a clear and timely response

This approach helps us work positively with families to find solutions.

Future Developments

The Government’s upcoming Schools White Paper is expected to review school complaints procedures. We welcome continued support for schools in managing unreasonable complaint behaviour and improving coordination with external agencies.

We will keep our procedures under review in line with updated national guidance.

Complaints Policy and Further Guidance

We encourage all parents and carers to read the Parentkind Parent Complaint Guide alongside our school’s complaints policy.

Both documents are available on our website and from the school office upon request.

Working Together

Our aim is always to resolve concerns quickly, fairly, and in the best interests of our children. We value your feedback and appreciate your cooperation in helping us maintain a positive school community.

If you have any questions about our complaints procedure, please contact the school office.