Complaints Procedure

We welcome suggestions for improving our work in the school. We understand that a common fear is that our relationship with you and your child will be affected if you express dissatisfaction.

1. What to do first

Most concerns and complaints can be sorted out quickly by speaking with your child’s class teacher. All staff will make every effort to resolve your problem informally.

They will make sure that they understand what you feel went wrong, and they will explain their own actions to you. They will ask what you would like the school to do to put things right.

Of course, this does not mean that in every case they will come round to your point of view but it will help both you and the school to understand both sides of the question. It may also help to prevent a similar problem arising again.

2. What to do next

If you are dissatisfied with the teacher’s response you can make a complaint to the Headteacher. This could be made in writing or by making an appointment to discuss the problem.

You may find it helpful at this stage to have a copy of the full statement of the School Complaints Procedure as this explains in detail what procedures are followed. This is available from the School.

The Headteacher will ask to meet you for a discussion of the problem. You may take a friend or someone else with you if you wish.

They will conduct a full investigation of the complaint and may interview any members of staff or pupils involved. You will then receive a written response to your complaint which you may wish to discuss with them.

3. If you are still unhappy

If you are still not satisfied, you may wish to contact the Chair of Governors and request that they look again at your complaint and the Headteacher’s response.

The Chair of Governors will seek to clarify your concerns and undertake their own independent investigation. You will then receive a written response to your complaint.

4. Further action

Should you remain dissatisfied with the response from the Chair of Governors, you can ask for your complaint to be referred to a Governing Body Complaints Review Panel.

This will comprise a group of 3 governors from the school who, as far as is possible, have no previous knowledge of the problem and who will therefore be able to give it fresh assessment.

You will be invited to attend a meeting and speak to the Panel in person. The full School Complaints procedure available from the school explains how these meetings operate.

5. Beyond the school

The Advice and Conciliation Service

The Advice and Conciliation Service is an impartial service that aims to help all partners and agencies become more responsive to comments, complaints, criticisms and suggestions from parents and carers, young people and other service users with regard to school-based issues.

We aim to investigate and resolve issues through mediation and to promote conciliation towards resolving difficulties.

We offer impartial, independent and confidential support to parents and carers who are dissatisfied with the service they have received from a school.

We provide information, help and advocacy to parents, carers and others by suggesting approaches and ways of dealing with issues, to reduce the number of referrals that might otherwise become formal complaints.

Advice and Conciliation
Children, Young People and Families
Level 7, West Wing
S1 4PL

Telephone: 0114 2053938

The Parent Partnership Service

The Parent Partnership Service provide impartial, confidential information, advice and support to parents or carers of children with special educational needs on all matters relating to their child’s education.

Download our guidance for parents and carers on school complaints.

The Department for Education

Complaints about school are almost always settled within school. If you feel you have an unresolved complaint and have suffered injustice as a result of the actions of a school or its governing body and have exhausted the school’s complaints procedure:

Make a complaint about a school.

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