If you have a concern or complaint
We would like you to tell us about it. We welcome suggestions for improving our work in the school. Be assured that no matter what you want to tell us, our support and respect for you and your child in the school will not be affected in any way. Please tell us of your concern as soon as possible. It is difficult for us to investigate properly an incident or problem which has happened some time ago.
What to do first
Most concerns can be sorted out quickly by speaking with your child’s class or subject teacher. If you have a concern which you feel should be looked at by the Headteacher in the first instance you can contact him straightaway if you prefer. It is usually best to discuss the problem face to face. You may need an appointment to do this, and can make one at the school office. You can bring a friend or relation so that they can support you. 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.
What to do next
If you are dissatisfied with the initial response from your child’s teacher please put your complaint in writing, addressed to the Headteacher who will investigate the complaint and contact you to provide a suitable time to meet and discuss the issue. Again you may take a friend or someone else with you if you wish. The Headteacher will conduct a full investigation of the complaint and may interview any members of staff or pupils involved. You will be invited to discuss the Headteacher’s findings and his response to the issues
If your complaint is about the Headteacher personally, then you should write directly to the Chair of Governors – the school office will give you details of where to send this. You may also find it helpful at this stage to have a copy of the full Complaints Policy which will give you more detail. This is available from the school office and on the school website.
If you are still unhappy
The problem will normally be solved by this stage. However, if you are still not satisfied you may wish to speak to the Chair of the Governing Body to ask for referral of your complaint to the Governing Body’s Complaints Appeal Panel (CAP). It will then be heard by a group of three governors who have no previous knowledge of the problem and so will be able to give it a fresh assessment. You will be invited to attend and speak to the committee at a meeting which the Headteacher will also attend. The TVBS Complaints Policy explains how these meetings operate. After considering all the evidence the CAP will come to a decision and The Clerk/Chair will send a written statement outlining the decision with reasons, incorporating the findings of the panel and any recommendations, to both the complainant and the Headteacher.
Click here to view the Complaints Policy