We aim to work in close partnership with our parents/guardians in the best interests of our children.  We appreciate fully the importance of establishing enduring relationships within our school community and recognise the benefits for everyone.  If you have an issue which you need to discuss in relation to your child, we sincerely hope that this can be done successfully between you and our school staff.  However, we also acknowledge that there may be rare occasions during your child's education when agreement is more difficult between parties owing to very differing viewpoints.   See the Complaints Process below:

Making a Complaint

Complaint about a Teacher (other than the Principal)

Informal Stage

Step 1:  Speaking with the Teacher

In the first instance, a complaint should normally be raised verbally with the teacher concerned, so that s/he may have an opportunity to address the issue(s).  Please observe the school’s existing protocols for arranging and conducting such meetings and follow the school’s policy with respect to access to members of staff.

This approach will not prevent you from choosing to enter the formal process at a later stage, if you believe that to be an appropriate course of action.

Step 2 - Speaking with the Principal

If your complaint remains unresolved following Step 1, you should arrange a meeting with the Principal to discuss the issue(s).  In some circumstances the Principal may not be able to deal effectively with your complaint immediately, and s/he may require some time to investigate and respond. If further time is required you will be informed of the timescale and the likely date by which the Principal will respond.

If after having spoken to your child's teacher and principal you still feel that matters haven't been resolved, there is a formal complaints procedure which you may follow.  

Formal Stage

Step 3  - Writing to the Principal

Sometimes it will not be possible for you to have your complaint resolved through the informal processes proposed at Steps 1 and 2, or indeed it might be more appropriate to initiate the procedures at Step 3.  You should write to the Principal, and state the grounds for your complaint, as concisely as possible, addressing specifically the issue(s) that are of concern to you.

You will receive a written acknowledgement of your letter within ten working days. This will confirm that your letter has been received, and either:

• provide a response to the issue(s) you raised; or

• state that your complaint is being investigated and indicate when you can expect a response to be issued (normally a maximum of 20 working days from the date on which your letter was received). The investigation may require you to meet the Principal and due notification will be given of such meetings.  The Principal may also talk to the parties relevant to the complaint.  

Step 4:  Writing to the Chair of Governors

If you believe that your complaint has not been dealt with in a satisfactory manner following the completion of Steps 1, 2 and 3, you should write to the Chairperson of the Board of Governors, including, if applicable, copies of the original correspondence relating to Step 3.  The Chairperson will be responsible for referring your complaint to a Complaints Sub-Committee of the Board of Governors, which will investigate and respond to your complaint.  The Complaints Sub-Committee will have a minimum of three voting members.

Your written complaint should be as concise as possible and address specifically the issue(s) that are of concern to you.  You will receive a written acknowledgement of your letter within ten working days.  This will confirm that your letter has been received, and either:

• provide a response to the issue(s) you raised; or

• state that your complaint is being fully investigated and indicate when you can expect a response to be issued (normally a maximum of 25 working days from the date on which your written complaint was received).

The investigation may require you to meet the Complaints Sub-Committee of the Board of Governors and due notification will be given of such meetings.  The Complaints Sub-Committee of the Board of Governors may also talk to the parties relevant to the complaint.

Step 5:  Appeals Process

If you are dissatisfied with the decision of the Sub-Committee of the Board of Governors, you may appeal the decision to the Chairperson of the Board of Governors.  This procedure is outlined in Annex 1 on Page 11 in the Complaints Policy Below.

See the attached Complaints Policy for more information on any of the steps above.