Complaints & Concerns

Complaints Procedure Summary

We welcome all feedback that helps us to improve our school and take all concerns seriously.

Informal Stage : Initial Feedback (or Concern) to School

Parents/carers of Chester Park Infant or Junior School pupils should arrange an appointment to speak to us face-to-face or by phone.  We will always do our best to meet with parents/carers as soon as possible.

Any other persons wishing to provide feedback or raise a concern should contact the school’s Administrator via the reception, or by phone or email (details are on the school’s website).

Verbal or written feedback/concern acknowledged within 1 school day.

We aim to resolve most concerns at this stage, offering our initial response within 3 school days.  However, in more complex cases we will arrange a meeting, phone call or written response within 10 school days by the most appropriate staff member.

The school will inform the person raising the concern as soon as practical should a longer timeframe be required.

Stage One: Formal Complaint Heard by Headteacher

The person raising the concern is required to complete a Complaints Form and submit it to the school c/o the school’s Bursar.

Written concern acknowledged within 1 school day.

If the matter has not been resolved at the informal stage, we will arrange a meeting with the Headteacher for further investigation within 10 school days followed by a verbal or written response within 10 school days.

If the concern is about the Headteacher, the matter should be referred to the Chair of Governors c/o School Bursar.  The Chair of Governors will arrange a meeting with the person raising the concern for further investigation within 10 school days followed by a verbal or written response within 10 school days.

The Headteacher/Chair will inform the person raising the concern as soon as practical should a longer timeframe be required.

Stage Two: Complaint Heard by Governing Body’s Complaints Appeal Panel

The Complainant should write to the Chair of Governors c/o the Clerk to the Governors.

The Chair will acknowledge receipt of the complaint within 5 school days.

The Chair will ask the Clerk to convene a Governors’ Appeal Panel if appropriate, to hear the appeal within 20 school days from receipt of the complaint.

The Governors’ Complaints Appeal Panel will provide a written response within 10 school days of the appeal hearing.

The Chair of Governors/Clerk will inform the complainant as soon as practical should a longer timeframe be required.

Final Stage : Right of Appeal to the Secretary of State for Education

The Complainant should refer the complaint to the Secretary of State for Education.  Further details can be found at www.education.gov.uk/contactus,