Have a concern or a Complaint?
Our guide for parents and carers on sharing feedback, raising a concern, or making a complaint — simply, quickly and positively.
We want every parent to feel heard. Most questions and concerns can be sorted out quickly once you know who to speak to and what to expect. This page walks you through it, step by step.
Step 1: What kind of issue is it?
Feedback |
A Concern |
A Complaint |
|---|---|---|
|
You'd like to be heard: Sharing your view without necessarily needing a reply — we always welcome hearing from you. |
You'd like an answer: A worry or question you'd like reassurance about. We take concerns seriously and aim to resolve them quickly. |
You'd like action: You're unhappy with something we've done (or not done). Our full complaints procedure explains the steps to take. |
Step 2: Who should I speak to first?
Class Teacher |
Senior Leader |
Head Teacher |
|---|---|---|
| Your first port of call for anything about your child's day-to-day experience — homework, friendships, classroom worries. | If the issue is bigger than one classroom, or the teacher hasn't been able to resolve it — e.g. bullying or ongoing behaviour concerns. |
For whole-school issues, safeguarding, school policy, staff conduct, or if earlier steps haven't worked. Always check our school's complaints policy Click here for the exact steps and timescales that apply to us. |
Step 3: How to raise it well
| Follow one level at a time | Start with whoever is closest to your child, and only escalate if you truly need to. |
| Start with the facts | What happened, when, and who was involved — kept clear and short. |
| Keep a record | Note down when you've spoken to a teacher or leader, and what was agreed. |
| Stay objective | Focus on the process or decision, rather than making it personal. |
| Suggest a realistic outcome | Let us know what a good resolution would look like for you. |
| Keep it constructive | A calm, solutions-focused approach helps everyone get there faster. |
Step 4: What happens next?
- If you've made a formal complaint, you'll usually get a written acknowledgement quickly, with a timescale for when we'll respond.
- Straightforward concerns are often resolved within a few days.
- More complex complaints may take longer to investigate properly — we'll always aim to keep you updated and give you a response.
Step 5: Still not resolved?
If you've followed our full complaints procedure and are still unhappy, you may be able to escalate to our governing body. Contacting one route at a time helps things move faster.
Governing Body |
Department for Education (DfE) |
Ofsted |
|---|---|---|
| If you're unhappy with our response, ask about our escalation/review process. | Only if you believe the school hasn't followed the proper process or statutory guidance. | Ofsted doesn't resolve individual disputes between parents and schools, though they may keep a note on file. |
A quick note: we're always a partnership. Please avoid sharing complaints on social media or contacting several people at once, as this can slow resolution down rather than speed it up. And do take care with AI tools if using one to help write a complaint — they don't always get school policy or the law right, and can make things more complicated than they need to be.
Adapted from the Parent Guide to School Complaints (2025/26), produced by Parentkind with the Department for Education, Ofsted and school sector partners. This page is for general guidance only and does not replace our school's official complaints policy.