Complaints Procedure

The school hopes that its working partnership with parents/carers means that the natural anxiety that all parents feel about their children’s schooling can be discussed and resolved, before it turns into a complaint. We work hard to create positive relationships between home and school to enable early resolution of concerns.

We have a Senior member of staff on duty every night after school to listen to the views of parents/carers, whether positive or negative in tone. In addition every child has a Learning Co-ordinator, a Senior Learning Coordinator and a Director of Studies within their College, each of these members of staff are available to assist you with any matters of concern. Contact can be made by telephone or via a note in your child’s planner.

If however this does not resolve matters for you and you wish to make a complaint, please follow the procedure outlined below, which is established good practice.

  • Minor complaints should be dealt with informally via the above channels. If you are not satisfied with the outcome, you should contact the headteacher.
  • STAGE 1– Informal resolution stage- Serious complaints should be addressed, in writing, to the headteacher. The complaint will be investigated and a meeting arranged to try to resolve the problem. All complaints will be dealt with as soon as possible.
  • STAGE 2– Informal resolution stage- If you feel that the complaint has not been dealt with satisfactorily by the headteacher, you have the right to complain to the Governing Body (via the Chair of Governors). Your complaint will be responded to as soon as possible by the Chair of Governors.
  • STAGE 3– Formal Appeals stage- If you feel that the complaint has not been dealt with satisfactorily by the chair of governors, you have the right to complain to the Governing Body Complaints Panel.
  • Complaints may also be made via the LA by contacting the Complaints Resolution Department on 0161 474 3938. All complaints will be referred back to the headteacher or Governing Body, if they have not already been involved.
  • If you are unhappy with the way the Governing Body has dealt with your complaint you have a further right of appeal to the Local Government Ombudsman. In some circumstances you may be able to complain to the Secretary of State for Children, Schools and Families.
  • If you have any complaints regarding SEND provision, please contact Curriculum Support, in the first instance on 0161 4327727 or send@priestnall.stockport.sch.uk

This outline is in line with Stockport’s Complaints Resolution Procedure and Guidance Document (Schools). (February 2008)

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