Complaints Procedure and Policies
Complaints Procedure – Parent Summary
We want to work in partnership with parents and carers. Most concerns can be resolved quickly by speaking with your child’s class teacher. If you remain unhappy, this leaflet explains the steps you can take.
Steps to Follow
Stage 1 – Speak to your child’s class teacher (informal).
Class teachers are available to speak at the end of each day.
Email: suttonmanor@sthelens.org.uk
Tel: 01744 678700
Please note that during teaching time, teachers will be unable to contact you until their non-contact time.
Stage 2a – If unresolved, speak to the Assistant Headteacher/Key Stage Leader (informal).
Class teachers are available to speak at the end of each day.
Email: suttonmanor@sthelens.org.uk
Tel: 01744 678700
Please note that during teaching time, teachers will be unable to contact you until their non-contact time.
Stage 2b – If still unresolved, meet with the Deputy Headteacher, SENDCo or Designated Safeguarding Lead (formal).
Email: suttonmanor@sthelens.org.uk
Tel: 01744 678700
For children on the SEND register (including IBPs) or those families being supported by our DSL, you can use the School Spider chat for direct contact with the SENDCo or DSL.
Stage 3 – Submit a written complaint to the Headteacher. A written acknowledgement will generally be provided within 48 hours, confirming receipt of the complaint. Depending on the nature of the concern, an investigation may then take place, lasting between 2 and 10 school days. You will be notified of the expected timeframe. Following the investigation, you will be notified of the outcome and any actions.
Stage 4 – If not resolved, you can make a complaint to the Governing Body. The complaint will go to a Panel Hearing with at least one independent member. The purpose of the panel is to review the procedures and steps the school has taken.
Stage 5 – If you remain unhappy, you can escalate to the Local Authority (LA), who will advise you further.
Timescales
Complaints should normally be made within 3 months of the issue. We aim to respond within 48 hours and have resolved most concerns and complaints within 10 school days. However, we can usually resolve most complaints before this timeframe.
Confidentiality
All complaints will be handled sensitively. Records are kept securely and only shared where legally required.
Although it may feel necessary to skip stages in the process, unless the previous stage has been satisfied, all concerns are dealt with at the appropriate stage. For example, constraints that go straight to stage 3 are placed back at stage 1 if they haven't already been through stage 2.
Contact
You can raise a complaint by contacting the school office:
Tel: 01744 678700
Email: suttonmanor@sthelens.org.uk
For children on the SEND register (including IBPs) or those families being supported by our DSL, you can use the School Spider chat for direct contact with the SENDCo or DSL.