Should you have a complaint, we would ask that in the first instance you try to resolve it with the member of staff most closely involved or the class teacher.
If you have difficulty discussing a concern with a particular member of staff, we will respect your views. In such cases, you will be referred to another staff member. Similarly, if the member of staff directly involved feels unable to deal with your concerns, you will be referred to another staff member. The member of staff may be more senior but does not have to be. The ability to consider the concern objectively and impartially is the most important factor.
The attached complaints policy sets out the procedure in more detail, including the provision of a template form to initiate a complaint.
The difference between a concern and a complaint
We define a concern as ‘an expression of worry or doubt over an issue considered to be important for which reassurances are sought’.
We define a complaint as ‘an expression of dissatisfaction however made, about actions taken or a lack of action that requires an investigation and formal response in writing’.
It is in everybody’s interest that concerns and complaints are resolved as swiftly as possible. Many issues can be resolved informally, without needing to escalate to the formal stages of the complaints process. Holtsmere End Junior School takes concerns seriously and we will make every effort to resolve matters as quickly as possible.
