Bedgrove Infant School is committed to providing the best education for our children and we want our pupils to be healthy, happy and safe, and to do well. We recognise the importance of establishing and maintaining positive relationships and effective communication with parents, carers and the wider community, and aim to ensure that they feel able to voice any concerns in an informal way. We are aware that there may be occasions where people have concerns or complaints and the following procedure sets out the steps that should be followed in order to resolve these as quickly and informally as possible. We believe that taking informal concerns seriously at the earliest stage will reduce the numbers that develop into formal complaints.
Complainants are encouraged to follow through each stage of the procedure, as appropriate, in order to resolve their concerns. Throughout this process, we expect parents and staff to talk to each other with respect and to listen carefully to what each other has to say in order to deal with the matter in a mutually satisfactory manner.
Q: I have a concern or a complaint – what should I do?
The Concerns and Complaints Procedure is outlined in the policy below, where you will also be able to find further details:
- All parents/carers and members of the wider community should consider what their concern or complaint refers to.
- For issues relating to academic progress, wellbeing, curriculum, home learning or behaviour please start by telling the class teacher. This is usually the best and quickest way of resolving issues.
- For complaints regarding SEN please speak with the SENCo first. https://www.gov.uk/complain-about-school/sen-complaints
- It is recommended that you make an appointment to speak to the class teacher (either in person or via the office) as soon as possible as this will give you and the teacher the opportunity to talk about the issue in an appropriate and confidential manner and without being interrupted (as may be the case at pick up or drop off to school).
- It is important to recognise that schools are busy organisations and it may not be possible to offer an appointment straight away. However, class teachers will do their best to accommodate any requests as soon as possible.
- The purpose of this meeting should be to establish the nature of the concern and to seek a realistic resolution to the problem. It is helpful if prior to this meeting all parties consider what they think might resolve the issue.
- It may be appropriate for the class teacher to make a brief written record of the concerns raised and any actions agreed.
- Actions may include offering a clear explanation; in some cases, accepting that a situation could have been handled better and offering an apology, if appropriate.
- Any concerns or complaints should be raised within three months unless there are exceptional circumstances.
We do not expect parents to go to the deputy headteacher or headteacher first unless:
- You have serious concerns about a teacher’s actions or behaviour
- You have concerns about the conduct of a member of staff who is not a teacher
If your complaint is about the Headteacher, or a governor, your complaint should be taken straight to the chair of the governing body governors@bedgroveinfant.co.uk