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@stehlens.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@stehlens.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@stehlens.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 reply will normally be given within 48 hours, notifying you of a resolution or an investigation being established. Depending on the nature of the concern, investigation can take between 2 and 10 school days. You will be notified of the expected timeframe.

Stage 4 – If not resolved, the complaint goes to a Governing Body Panel Hearing with at least one independent member.

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.


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.

Vexatious Complaints.pdf
Complaints Policy.pdf

Child Protection and Safeguarding

Schools must have rigorous policies and procedures in place to safeguard children. Our school has several members of staff who have undertaken specialist training. Each School has a Designated Safeguarding Lead.


The law places a duty on the Headteacher and their staff to report any obvious signs or suspected cases of child abuse – which include non-accidental injury, neglect, emotional abuse and/or sexual abuse. The procedures are intended to protect children and all schools are expected to take the attitude that where there are grounds for concern it is better to be safe than sorry. This means that the school risks upsetting some parents by reporting a case that proves unfounded on investigation. In such circumstances, it is hoped that families would accept that the school acted in what were believed to be the child’s best interests.


In line with government requirements, the school maintains a central list of checks on appointed staff and adults who work in or visit the school.