Complaints Procedure, Parental Behaviour

All complaints are important to us, because they tell us what you think of our service. We know there is always room to improve, so we make every effort to put things right as quickly as possible. Unfortunately there are times when things go wrong and this information is designed to help you inform us of your concerns, who to get in touch with and what we will do to put things right.

A complaint is a clear expression of dissatisfaction, however made, by a person or persons with a legitimate interest in the school (but not being employed at the school or on the governing body) about

  1. the standard of teaching, the conduct, actions, or lack of action, of members of the teaching or non-teaching staff employed at the school and anybody else working under the direction of the headteacher, which affects an individual or group;
  2. A school policy

Complaints about persons outside of the school will initially be heard by the Headteacher as site manager, and then be referred to the appropriate authority.

It is left to the headteacher’s discretion, to decide whether the gravity of an anonymous complaint warrants its investigation.

The headteacher has overall responsibility for considering complaints in the first instance and, if appropriate, referring complainants to the appropriate staff (or other person) to deal with them. The governing body may ultimately be called upon, if the matter is referred to them by the headteacher or complainant, to consider, resolve or adjudicate on complaints. All issues will be dealt with in confidence.

How to make a complaint

  1. Contact the Headteacher and discuss your concerns by phone or in writing. If you prefer, an appointment can be made to discuss the matter in person.
  2. If your complaint is about the Headteacher, you should go directly to Step 1(b) below and contact the Governing body of the school
  3. If you complaint is about the governing body, you should go directly to Step 2 below and contact the Director of Education

How will my complaint be dealt with?

Step 1 (a)

If you make a complaint, the Headteacher will investigate it and contact you with a reply.

Step 1 (b)

If you are unhappy with the way the Headteacher has dealt with your complaint, or if your complaint is about the Headteacher, you should contact the Chairman of Governors at the school. The school governors will look into your complaint and write to you with a reply.

Step 2

If you are unhappy with the way the Governing Body has dealt with your complaint, or if your complaint is about the Governing Body, you can contact the Director of Education at the Town Hall, Wandsworth High Street, SW18 2PU.

Step 3

If you are still unhappy you can write to the Chief Executive. The Chief Executive will look at your complaint independently and make sure that it is thoroughly investigated. You can contact the Chief Executive at Wandsworth Town Hall, Wandsworth High Street, London SW18 2PU

The main aim at all stages of these procedures is to secure that the complaint is fully considered and resolved to the satisfaction of the complainant or that a clear decision is issued such as will enable the complainant, the Headteacher or the Governing Body to consider how, if at all, the matter should be taken further.

The timescale for dealing with individual complaints will differ according to the complexity of the issue concerned. The aim is to ensure that all complaints will be considered fully, fairly and carefully and that complainants will be kept informed.

Sometimes complaints can be malicious and to deal with that we have a vexatious complaints procedure as well:  Vexatious Complaints Policy 2014

Sometimes parents can become angry at events in school.  It is rare but it will be dealt with fairness but equally with the full force of the law should it be necessary.  Towards this end we have the following policy :  dealing-with-aggressive-parents