Complaints Procedure

We hope that you and your child will be very happy with our school. However, if you have concerns or complaints please see your child’s class teacher in the first instance. If you feel that your complaint has not been resolved, then please see the complaints procedure below.

Grange Primary School complaints procedure: 

At Grange Primary School we aim to deal with concerns and complaints as quickly and amicably as possible. The procedure is therefore aimed at resolving issues informally, wherever possible and avoiding the need for the formal procedures to be invoked. At all times we shall maintain our support and respect for parents/carers, their children and for the staff. If the complaint or concern is regarding Safeguarding then the issue must be dealt with by the school’s designated person- Head Teacher or Deputy Head. If the concern is about the Head Teacher then the complaint should go straight to the Chair of Governors. 

 

Informal stage 

 

1. Most concerns can be dealt with by the class teacher. In some cases an appointment may be necessary but often it is possible to talk through the issue with a teacher without an appointment. 

 

2. If parents/carers are not satisfied with the teacher’s response, or feel unable to address the teacher directly they should ask to see the Headteacher, who will decide whether or not the class teacher needs to be present at the interview. In some cases, members of staff may also prefer the head to deal with the issue from the outset. 

 

3. If the problem has still not been resolved satisfactorily, or if it is the Headteacher who is causing concern, then parents/carers should contact the curriculum or resources committee lead governors who will look into the complaint and report his/her findings to the parents/carers. No other governors should be contacted or involved by the Head or the parents/carers as this will make the complaint difficult to deal with if the formal procedures have to be invoked. 

 

Formal stage 

 

4. If parents/carers are still unhappy about the way their complaint is being dealt with then they have the right to make a formal complaint, in writing, to the Chair of the Governing Body within 20 school days of their last contact with the school concerning the complaint. The letter should begin with the words “I am writing to you to make a formal complaint about Grange Primary School” and should go on to set out the reasons. They should also send any supporting documents. 

 

 5. The Chair will then convene a formal hearing within 10 school days of receipt of the letter with a panel of three governors who have no prior knowledge of the complaint. 

 

6. Parents/carers will be invited to the hearing, accompanied by a friend or representative if they so wish, so as they have the chance to put their side of the matter and to provide any clarification the panel may need. The Headteacher will similarly be invited to respond in writing, to put his/her case and be questioned by the panel and to be accompanied by a representative. The hearing will be fully minuted. 

 

7. The panel will make a decision on the day of the hearing and the chair of the panel will inform parents/carers directly before the end of the day.

 

8. If the outcome is still not satisfactory to the parents/carers the Chair of Governors will explain what further action they may be able to take using bodies external to the school. 

 

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Grange Primary School,

Elder Avenue,

Wickford,

Essex,

SS12 0LR

Tel: 01268 734420

Fax: 01268 571745

©Copyright Grange Primary School, 2012