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Complaints Procedure


Dealing with Complaints – Initial Concerns

Rockbeare C of E Primary School takes informal concerns seriously and staff will address such concerns immediately in order to prevent them from developing into formal complaints. In the first instance if you have any concerns, please raise them with you child's class teacher. Further information is available in the schools complaints policy which is published on the policies page under the 'School' tab.


Dealing with Complaints – Formal Procedures

Formal procedures will need to be invoked when initial attempts to resolve the issue are unsuccessful and the person raising the concern remains dissatisfied and wishes to take the matter further.


The nominated member of staff to have responsibility for the operation and management of the school’s complaints procedure is the Headteacher.


Framework of Principles

The Complaints Procedure will:

  • encourage resolution of problems by informal means wherever possible;
  • be easily accessible and publicised;
  • be simple to understand and use;
  • be impartial;
  • be non-adversarial;
  • allow swift handling for action and keeping people informed of the progress;
  • ensure a full and fair investigation by an independent person where necessary;
  • respect people’s desire for confidentiality;
  • address all the points at issue and provide an effective response and appropriate redress, where necessary;
  • provide information to the staff so that services can be improved.


Investigating Complaints

At each stage, the Headteacher will make sure that they:

•establish what has happened so far, and who has been involved;

•clarify the nature of the complaint and what remains unresolved;

•meet with the complainant or contact them (if unsure or further information is necessary);

•clarify what the complainant feels would put things right;

•interview those involved in the matter and/or those complained of, allowing them to be accompanied if they wish;

•conduct the interview with an open mind and be prepared to persist in the questioning;

•keep notes of the interview.


Resolving Complaints

It may be appropriate to offer one or more of the following:

•an apology

•an explanation

•an admission that the situation could have been handled differently or better;

•an assurance that the event complained of will not recur;

•an explanation of the steps that have been taken to ensure that it will not happen again;

•an undertaking to review school policies in light of the complaint.


Vexatious Complaints

If all stages of the procedure have been followed and the complainant remains dissatisfied, the Chair of the Governing Body will inform them in writing that the procedure has been exhausted and that the matter is now closed.



Complaints will be considered and resolved, as quickly and efficiently as possible.  An effective complaints procedure will have realistic time limits for each action within each stage.  However, where further investigations are necessary, new time limits can be set and the complainant sent details of the new deadline and an explanation for the delay.