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 the concern has not been resolved through the informal stages, the complainant may ask for their complaint to be considered formally by meeting 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.

After the school's complaints procedure
Once the school's complaints procedure has been completed, the school's decision is final within the school's procedure.

If a complainant believes that the school has not handled their complaint correctly, they may refer the matter to the Department for Education (DfE). The DfE will not normally reinvestigate the substance of a complaint or overturn the school's decision simply because a complainant disagrees with it. It can consider whether the school followed the correct procedure and whether the governing body has acted reasonably in carrying out its duties.

A complaint can normally only be referred to the Department for Education (DfE) once all stages of the school's complaints procedure have been completed.


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. We keep records securely and share them only when legally required.

Although it may feel necessary to skip stages in the process, we deal with all concerns at the appropriate stage unless the previous stage has been satisfied. For example, concerns that go straight to stage 3 are returned to 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 families supported by our DSL, you can use the School Spider chat to contact the SENDCo or DSL directly.

Vexatious Complaints.pdf
Complaints Policy.pdf

Child Protection and Safeguarding

Safeguarding is everyone’s responsibility. Sutton Manor Community Primary School is committed to safeguarding and promoting the welfare of all children. We have a trained Designated Safeguarding Lead (DSL) and Deputy Designated Safeguarding Leads who provide support, advice and guidance to staff and respond to safeguarding concerns.


All staff have a responsibility to recognise and respond to concerns about a child’s safety or welfare. Where there is a safeguarding concern, the school will take appropriate action in accordance with its safeguarding procedures and statutory guidance. This may include sharing information with other agencies where this is necessary to protect a child and promote their welfare.


The school maintains the statutory safeguarding and recruitment checks required for staff and other relevant adults working in the school. These checks are recorded on the school’s Single Central Record.


If you are concerned about the safety or welfare of a child, please contact the school and ask to speak to a member of the safeguarding team. Further information is available on our Safeguarding page.