Complaints Policy
Concerns and complaints
At Norwood Primary School, we want parents and carers to feel comfortable telling us when something is worrying them or when they feel we could have handled something better. We will listen, explain what we find and put things right where we can.
Raising a concern
If your concern is about your child’s day-to-day experience at school, their class teacher is usually the best person to speak to first. If you are unsure who to contact, the school office can put you in touch with the right person. You can email us at [email protected].
It helps to tell us what happened, when it happened and what you would like us to do. If you need help raising a concern or making a complaint, please contact the school office. We can discuss reasonable adjustments, such as providing information in a different format or helping you complete the complaint form.
Stage 1 – Making a formal complaint
You can make a formal complaint straight away or after speaking with a member of staff. You can complain in person, by phone, by email or in writing. The complaint form in our policy is optional.
For most complaints, contact the Headteacher (Mr. Mark Garside) via the school office.
For complaints about the Headteacher, a governor or the governing body, contact the Governance Professional (Clerk) or School Business Manager (Mrs. Jo Todhunter) via the school office. Mark written correspondence Private and Confidential.
Please normally raise your complaint within three months of the incident, or within three months of the last incident if several are related. We will consider complaints raised later where exceptional circumstances apply. Complaints received during a school holiday are treated as received on the first school day after the holiday.
We will acknowledge your complaint within five school days and normally send a written response within ten school days of receiving it. If we need longer, we will explain why and give you a revised date.
Stage 2 – Asking a complaints panel to consider your complaint
If you are dissatisfied with the Stage 1 response, you can ask for a panel of impartial governors to consider your complaint. Contact the Governance Professional (Clerk) via the school office within ten school days of receiving the Stage 1 response.
We will acknowledge your request within five school days and aim to arrange the panel within twenty school days of receiving it. The panel’s decision is the final stage of the school’s complaints procedure.
When a different procedure applies
Some matters, such as admissions appeals, statutory decisions about education, health and care plans, and reviews of suspensions or permanent exclusions, have separate procedures. The school office can help you find the right route. Concerns about the SEND support Norwood provides can be raised through our complaints procedure.
If you are worried that a child may be at risk of harm, report it straight away through our safeguarding contacts. If a child is in immediate danger, call 999.
After the school’s complaints procedure
If you have completed the school’s complaints procedure and believe your complaint was handled incorrectly, you can contact the Department for Education (DfE). The DfE usually expects you to complete the school’s procedure first. Its website explains when it may consider a complaint sooner. Complain about a school to the Department for Education
Norwood Primary School’s full Complaints Policy and Procedure is attached below. You can also ask the school office for a copy.