Raising a Compliment or Concern

Schools work hard to build and maintain good relationships with the communities they serve and feedback is always valuable.

Sometimes people may want to make a compliment and these are truly valued and appreciated by all of the staff and children at the school. On occasion people want to voice a concern or even complain formally about issues related to the school.

This information advises you on how to make a compliment or to express a concern to a school, and on the procedures agreed the Diocese of Ely Academy Trust for responding to concerns or complaints.

DO YOU WISH TO MAKE A COMPLIMENT?

• You can telephone, write to or e-mail the Headteacher at the school giving your compliments or alternatively contact the class teacher via the school office.

DO YOU HAVE A CONCERN?

• You should raise this informally with your child’s teacher or the Headteacher - whoever you feel is most appropriate. Always try to make appointments to see members of staff. Usually, your worry can be sorted out at this stage.

WHAT CAN YOU EXPECT OF THE SCHOOL?

The school will:

• respond within a reasonable time, with courtesy and respect
• be available for consultation within a reasonable time limit, considering the needs of pupils/ staff
• attempt to resolve problems using reasonable means in line with the school complaints policy
• keep you informed of progress.

DO YOU WISH TO MAKE A FORMAL COMPLAINT?

• The complaints policy for schools is designed to help find ways to resolve serious problems. It is a positive process based on negotiation and conciliation rather than conflict. Full details of how schools will respond to complaints are explained in our complaints policy.

WHAT CAN THE SCHOOL EXPECT OF YOU?

• It is usually best to try to solve a problem first by raising a concern informally; however, if you wish to complain formally you should write to the Headteacher at the school, completing the form within the complaints policy. If you need help or advice on doing this, you should contact either the school, or the Diocese of Ely Academy Trust. You will be asked to give permission for your complaint to be shared with any person you are complaining about.

DEMAT and the School expect anyone who wishes to raise problems to:

• treat all school staff with courtesy and respect
• respect the needs of pupils and staff
• avoid the use of violence, threats of violence, abuse and aggression towards people or property
• recognise the time constraints under which members of staff in schools work and allow the school a reasonable time to respond to a complaint
• recognise that resolving a specific problem can sometimes take some time
• follow the Trust complaints policy when necessary.