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Complaints Procedure

Summary of the School’s Complaints Procedure

Full details of the complaints process can be found in the School Complaints Procedure.

Who Can Complain?

• Anyone (not just parents or carers) can make a complaint about the school’s services or facilities.

Difference Between a Concern and a Complaint

• Concern: An expression of worry or doubt seeking reassurance.
• Complaint: An expression of dissatisfaction about actions taken or not taken.

Initial Steps – Informal Resolution

• Most issues should be raised informally with the class teacher or Headteacher.
• The school encourages early resolution and will try to address concerns quickly and respectfully.
• If a parent is uncomfortable speaking with a particular staff member, the Headteacher can assign someone else.

Formal Complaints Procedure

If informal resolution fails, the complaint can proceed formally.

Stage 1

If a concern cannot be resolved informally, it moves to Stage 1:

• Who to Contact:
  • Complaints about the school or school staff (excluding the Headteacher) should be directed to Mr M J Evans (Headteacher).
  • Submit the complaint via the school office, in hard copy, in person, or by email via admin@ermysteds.uk.
  • The Complaints Procedure includes a template for submitting a complaint – it can be found in the appendices.
  • Clearly mark the complaint as “Private and Confidential.”
• How to Submit:
  • In writing, in person, or by telephone.
  • A third party may submit the complaint on your behalf with your consent.
• What Happens Next:
  • The Headteacher will acknowledge the complaint and investigate the matter.
  • You may be invited to a meeting to discuss the issue further.
  • A written response will be provided, outlining the outcome and any actions taken.
• Timeframe:
  • The school aims to respond promptly, though specific timelines may vary depending on the complexity of the issue.

Stage 2

If the complaint is about the Headteacher or if you are dissatisfied with the outcome of Stage 1, then the complaint can be escalated to Stage 2:

• Who to Contact:
  • Address the complaint to Mr S J Clarkson (Chair of Governors).
  • Submit via the school office, or by email to clerktogovernors@ermysteds.uk, again marked as “Private and Confidential.”
• What Happens Next:
  • The Chair of Governors will review the complaint and may delegate the investigation to a panel of governors.
  • You may be invited to present your case in person.
  • The panel will consider all evidence and provide a written response with their findings and any recommendations.
• Important Note:
  • Do not contact individual governors directly, as this may compromise their ability to participate in the complaints process impartially.