Introduction Stage 1 Frimley endeavours to provide the best Complaints should be expressed to the education possible for all of its pupils in an Headteacher in writing. The Headteacher (or open and transparent environment. We delegated member of SLT) will formally welcome any feedback that we receive from investigate and respond to your concerns in parents, pupils and parties, and we writing. accept that not all of this will be positive. Where concerns are raised the school intends Stage 2 for these to be dealt with: Fairly If you remain dissatisfied following the Openly response of the Headteacher at Stage 1, Promptly please complete the Stage 2 complaint form Without Prejudice (available from the school office) and return it to the Chair of Governors (via the school Frimley operates a stage formal office). The Chair of Governors (or delegated complaints procedure (detailed overleaf). For governor) will formally investigate and more information please refer to the Frimley respond to your concerns. Church of England School Complaints Policy and Procedure documents (available from the 3 school office ). If you remain dissatisfied following the If you need to raise an issue in the first response of the Chair of the Governors at instance, please do so with the relevant Stage 2, please complete the Stage 3 member of staff who will be happy to talk to complaint form (available from the school you and seek to establish a solution. However, if your complaint relates to: office) and return it to the Clerk to the Child Protection/Safeguarding Governing Body (via the school office). A If you are not satisfied with this response and Admission to School Complaint Review Panel of three governors believe the issue has not been resolved, Pupil Exclusion will be convened to review your complaint. please use the three stage formal complaints Special Educational and Disabilities You will be informed in writing of the procedure. (SEND) outcome of the review. then please ring the Surrey County Council Contact Centre on 03456 009 009 and they will put you in touch with the appropriate Mediation team who will advise you further. In some cases mediation may be available to assist in resolving your concerns. Please contact the school for further details.
Introduction Frimley endeavours to provide the best education possible for all of its pupils in an open and transparent environment. We welcome any feedback that we receive from parents, pupils and parties, and we accept that not all of this will be positive. Where concerns are raised the school intends for these to be dealt with: Fairly Openly Promptly Without Prejudice Frimley operates a stage formal complaints procedure (detailed overleaf). For more information please refer to the Frimley Church of England School Complaints Policy and Procedure documents (available from the school office ). If you need to raise an issue in the first instance, please do so with the relevant member of staff who will be happy to talk to you and seek to establish a solution. If you are not satisfied with this response and believe the issue has not been resolved, please use the three stage formal complaints procedure. However, if your complaint relates to: Child Protection/Safeguarding Admission to School Pupil Exclusion Special Educational and Disabilities (SEND) then please ring the Surrey County Council Contact Centre on 03456 009 009 and they will put you in touch with the appropriate team who will advise you further. Stage 1 Complaints should be expressed to the Headteacher in writing. The Headteacher (or delegated member of SLT) will formally investigate and respond to your concerns in writing. Stage 2 If you remain dissatisfied following the response of the Headteacher at Stage 1, please complete the Stage 2 complaint form (available from the school office) and return it to the Chair of Governors (via the school office). The Chair of Governors (or delegated governor) will formally investigate and respond to your concerns. 3 If you remain dissatisfied following the response of the Chair of the Governors at Stage 2, please complete the Stage 3 complaint form (available from the school office) and return it to the Clerk to the Governing Body (via the school office). A Complaint Review Panel of three governors will be convened to review your complaint. You will be informed in writing of the outcome of the review. Mediation In some cases mediation may be available to assist in resolving your concerns. Please contact the school for further details.
Complaints-A-Brief-Guide-to-School-Complaints-Autumn-2017.docx