Stubbins Primary School

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18th November 18
Trail : home : Complaints

Making a Complaint

We care about what you think:

The policy of this School is to work in partnership with parents/carers and the wider community. We try hard to do our best for all our pupils/students. Your views help us plan for the future. We like to know when things are going well. We also want parents/carers to tell us about their worries, concerns or complaints as soon as possible. It is much easier for the school to sort out a recent problem than something that happened some time ago.

Our commitment to you:

• We will deal with your concern or complaint in a professional manner.

• It will be looked into thoroughly, fairly and as quickly as possible.

• We will keep you up-to-date with what we are doing.

• We will apologise if the school has made a mistake.

• We will tell you what we are going to do to put things right.

What to do first:

If you have a concern about anything we do you can tell us by telephone, in person or in writing. If any of these are difficult for you, a friend or advocate can speak to the school on your behalf. Most concerns or complaints will be sorted out quickly either by putting things right or by explaining the School’s actions to you.

Try to go to the member of staff involved or your child’s class teacher, who will either deal with your issue or pass you on to someone who is more able to help. Please remember that the beginning or end of the school day can be a very busy time. If you talk to a teacher at these times, for practical reasons, it may not be possible to sort things out there and then. Be prepared for them to make an appointment to see you/to ring you at a more convenient time.

In considering concerns or complaints, the School will ensure that they are dealt with effectively and with fairness to all parties. Where possible, complaints will be resolved informally. Where a complaint has not been resolved informally, then the formal procedures set out in section “6(ii)” will be followed. Where your concern or complaint is considered sufficiently complex or serious, the school may choose to investigate formally from the outset.

Our full Complaints Procedure is below.

Special Educational Need & Disability

If your complaint regards the support we are offering a child with a Special Educational Need or Disability, you should first contact the child's class teacher or Key Worker.

If this does not resolve the problem, contact our Special Educational Needs Coordinator (SENCO):  Mrs V Bruce.  email: v.bruce@stubbins.lancs.sch.uk

The headteacher may be able to resolve any continuing difficuties.

Our SEND Governor is Miss S Collinge.

If your problem remains unresolved, the Lancashire team for SEND in this area can be contacted by email on:  SEND.East@Lancashire.gov.uk.