Feedback, Concerns & Complaints
We are keen to improve in all areas of our work whether it is as a result of a concern or after a light bulb moment!
Feedback
We regularly gather pupil voice to understand how we can improve the offer for our children. We use surveys to gain an understanding of elements of school life such as the choice of clubs they would like, which interhouse competitions they would prefer, which play equipment is better, school events, educational visits, school meal choice, and most recently, the reasons some children don’t attend clubs. We do this in order that we can improve our offer.
We also speak with children about their learning. Your child may tell you that they have been questioned about a particular subject. This is in order that Subject Leaders, or Senior Leaders, understand how effective teaching is in their subject or age group. We may question children about the experiences they have outside the classroom too such as for educational visits or for sport fixtures.
Parents regularly receive survey opportunities. We have recently surveyed our new families about their experience joining our school. In the last 12 months we have also surveyed parents about parents evenings and reporting to better understand how we can improve this element of our provision.
Parents are also encouraged to complete the school survey here on Parent View https://parentview.ofsted.gov.uk/. This is not a survey to register a complaint, we would always encourage parents and carers to follow the complaints policy below. We use this survey to gain an understanding of how well we are doing. You will need to register for an account before you can access the questions.
Staff have an annual survey to complete which often highlights areas where we need to work a little harder. All staff are encouraged to raise concerns or comment in an open manner with colleagues. This means improvement in the school has been swift and is always in motion.
We receive emails offering feedback and commenting on our provision. Whilst some of these are concerns on occasions, we are always delighted to receive positive feedback too. When these emails are received, we send these to all staff which puts a spring in our step!
We appreciate the time taken to complete our surveys and offer feedback – thank you.
Concerns
If you have a concern, we ask that you raise this matter promptly and courteously.
Most matters can be resolved swiftly by speaking with your child’s Teacher. You will then be able to establish if it is a misunderstanding which can be resolved quickly or whether it is an issue which requires further investigation. If you remain unhappy, please make an appointment with the Headteacher, who will investigate the matter and report back to you. If you are dissatisfied with the response from the school, you can contact the Chair of Governors via the School Office, who will then take your complaint directly to the Governing Body if you have followed the correct procedure.
Should you wish to make a complaint, firstly please see the School’s Complaints Policy (on the policy page of this website under the Parents tab) or ask the School Office for a paper copy.
The Complaints Guidance and Procedure document can be accessed in our Policies section found under the Parents tab on this website.
- A concern may be defined as: an expression of worry or doubt over an issue considered to be important for which reassurances are sought.
- A complaint may be defined as: an expression of dissatisfaction about actions taken or a lack of action after following the correct resolution procedures in the policy.
It is in everyone’s interest that concerns and complaints are resolved at the earliest possible stage. Many issues can be resolved informally, without the need to use the formal stages of the complaints procedure. This school takes concerns seriously and will make every effort to resolve the matter as quickly as possible.
The complaints procedure is not limited to parents or carers of children that are registered at this school. Any person, including members of the public, may make a complaint to this school about any provision of facilities or services that we provide. Unless complaints are dealt with under separate statutory procedures ( such as appeals relating to exclusions, aggressive behaviour, admissions or staff grievance policies etc), we will use this complaints procedure.
Please see the complaints procedure below for further information.