Complaint Procedure

A concern may be defined as ‘an expression of worry or doubt over an issue considered to be important for which reassurances are sought’.

A complaint may be defined as ‘an expression of dissatisfaction however made, about actions taken or a lack of action’.

It is in everyone’s interest that concerns and complaints are resolved at the earliest possible stage. Many issues can be resolved informally, without the need to use the formal stages of the complaints procedure. The school takes concerns seriously and will make every effort to resolve the matter as quickly as possible.

Where concerns are raised, the school will always endeavour to find a resolution to these. Where this does not happen, a concern may be escalated to a formal complaint. 

Step one - discuss your concern informally with the appropriate person

The majority of concerns can be raised and resolved informally, without having to follow the formal complaints policy. 

In the first instance, any concerns should be addressed through a meeting or conversation with the person concerned or best placed to discuss and resolve your concern (see below). This will usually be your child's class teacher, the business manager or the headteacher.

Where the concern relates to an aspect of school policy or practice, it should be raised with the Headteacher directly.

• You can raise concerns in-person, via email or by telephone. 
• A meeting or callback to discuss your concern(s) should be arranged through the school office or via email. 
• A brief summary of your concern will be recorded, along with the outcome of any discussion including any agreed actions. 

Who to raise informal concerns with:

• Concerns about matters relating to your child's classroom experiences, learning or peer relationships at school should initially be raised with the class teacher by email. They will call you back or arrange to meet at a convenient time to discuss your concerns. 
  • Early Years: contactEY@fir-ends.cumbria.sch.uk
  • Class 1: contactC1@fir-ends.cumbria.sch.uk
  • Class 2: contactC2@fir-ends.cumbria.sch.uk
  • Class 3: contactC3@fir-ends.cumbria.sch.uk 
• Concerns about potential bullying behaviour or other safeguarding matters should be raised with Mr D Greenslade, Designated Safeguarding Lead (DSL): DSL@fir-ends.cumbria.sch.uk 
• Concerns about potential special educational needs or provision associated with this should be raised with the Special Educational Needs Co-ordinator, Mrs D McKenna: SEND@fir-ends.cumbria.sch.uk 
• Concerns about administrative issues should be raised with the School Business Manager: SBM@fir-ends.cumbria.sch.uk 
• All other concerns should be raised directly with the headteacher, Mr D Spencer head@fir-ends.cumbria.sch.uk 

Notes: 

It is helpful to cc. the headteacher in any email correspondence about concerns. 

If you have difficulty discussing a concern with a particular member of staff, we will respect your views. In these cases, you should speak to the headteacher, who will refer you to another appropriate staff member or discuss your concern with you themselves.

Similarly, if the member of staff directly involved feels unable to deal with a concern, the headteacher will refer you to another staff member or discuss your concern themselves. The member of staff chosen may be more senior but does not have to be. The ability to consider the concern objectively and impartially is more important.

Formal concerns and complaints

In the majority of cases, this informal process will resolve concerns. 

We understand however, that there are occasions when people would like to raise their concerns formally. In this case, the school will attempt to resolve the issue internally, through the stages outlined within its complaints procedure. 

In the event that a concern is escalated to a formal concern or complaint, the complaints policy must be followed by all parties.

How to submit a formal concern or complaint

If you have a formal concern or complaint to raise, please ensure you have read the policy in full and are clear about the process beforehand.

• Any formal concern or complaint that is received that does not comply with the policy will be referred back to the complainant to be resubmitted in the correct way. 
• All formal concerns or complaints should be raised in writing, via email
• A complaints form pro-forma is available at the bottom of this page to support you in submitting your formal concern or complaint in a way that meets the policy requirements. 

Formal Complaints: Who to contact if concerns remain unresolved

Submitting formal complaints by email will ensure that the processes to resolve them can begin promptly. 

• Complaints about unresolved concerns raised with class teachers or Business Manager, whole-school practices, including administrative matters or about staff other than the headteacher: email to Mr D Spencer, the headteacher: head@fir-ends.cumbria.sch.uk 
• Complaints about the headteacher: email to Mrs C Carroll, Chair of Governors: chair@fir-ends.cumbria.sch.uk 
• Complaints about the Governing body or an individual governor, including the chair: email to Mrs K Shepherd, Clerk of Governors -clerk@fir-ends.cumbria.sch.uk