Complaints, Concerns & Feedback

We welcome communication from parents and carers. To help us respond effectively, it’s important to understand the difference between feedback, concerns, and complaints, and to know who to contact.

Feedback — You need to be heard

Sometimes you want to share your views with the school without needing a response. You expect us to listen and take your comments on board.

Feedback helps us reflect, improve, and celebrate what we do well. Schools often actively seek feedback from parents to help shape future decisions.

Examples:

• Sharing something that has worked well

• Suggestions for improvement

• Comments in response to surveys

Who to contact: Form tutor, class teacher, or via school surveys.

Concern — You need an answer

A concern arises when you are worried or unsure about an issue and are seeking clarification or reassurance. Informal concerns should be taken seriously and addressed quickly.

Examples:

• Questions about classroom practice

• Worries about your child’s wellbeing

• Clarification about school processes

Who to contact first: Start with the staff member closest to the issue (e.g., teacher or form tutor).

Complaint — You need action

A complaint is a formal expression of dissatisfaction, usually after informal discussion has not resolved the issue. The school has a Complaints Policy that outlines the steps to follow.

Examples:

• An unresolved concern after informal discussion

• Serious issues requiring formal investigation
  
  

Who Should I Contact?