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Concerns/ Complaints

Most concerns or potential complaints are best settled by a discussion with a member of staff before reaching the complaint stage. In the rare circumstances that you find the issues are not resolved, please refer to the following information.

As we are a Surrey CC school, parents should follow their guidance when wishing to make a complaint. 

Surrey CC complaints procedures (further information available from the Surrey CC website)

Stage 1: Discuss your concerns with your child’s class teacher or other appropriate member of staff (for example, the phase leader of your child’s phase in the school – Miss Webber for Reception and KS1 or Miss Smith for KS2). Most difficulties are resolved satisfactorily at this stage.

Stage 2: Contact the Headteacher or another member of the Senior Leadership Team by arranging an appointment to discuss the matter or put your concern in writing. The Headteacher/ SLT member will investigate your concerns and respond.

Stage 3: If the Headteacher/ SLT member has been unable to resolve the issues to your satisfaction, complete a Stage 3 Complaint Form (available from the school office or downloadable forms section of the school website) and return it to the Chair of Governors c/o the school. The Chair of Governors or nominated governor will investigate and respond.

Further action

If you feel that the governing body has acted unreasonably in the handling of the complaint you can complain to the Department for Education after the procedure has been completed.

Ofsted will also consider complaints about schools. You can contact Ofsted if you feel that a school is not run properly and needs inspecting. Ofsted will not look into problems with individual students. This course of action is only available if the school complaints procedure has already been followed.

Unreasonable complaints

For the definition of unreasonable complaints please see the school’s complaints policy. If a complainant’s behavior causes an unreasonable level of disruption we may specify methods of communication and limit the number of contacts using a communication plan.

If you ever see anything which concerns you whilst at school from a health and safety perspective, please bring it to the attention of the staff immediately.

Other types of complaints

However, if your complaint relates to the way the school has handled an issue around:

  • Child Protection/Safeguarding
  • Admission to School
  • Pupil Exclusion
  • Special Educational Needs and Disabilities (SEND)

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.

Please find below some key documents relating to complaints:

Complaints policy

Complaints: a brief guide for parents