Complaints Procedure

At Wrockwardine Wood Infant School and Nursery, we value open, honest and respectful communication between home and school. Most issues raised by parents, carers or the community are usually concerns or queries, rather than formal complaints. We are committed to resolving concerns at the earliest possible stage, to avoid the need for formal procedures wherever possible.

That said, we also recognise that there may be occasions when a more formal route is needed.

We welcome feedback – both positive and constructive

While we are always open to hearing about ways we can improve, we also appreciate compliments and positive feedback, which mean a great deal to our staff. We actively encourage ongoing dialogue with families and carers to help us provide the best possible care and education for your child.

What should I do if I have a concern?

It’s completely natural for parents to have questions or concerns from time to time – this might include anything from the curriculum and behaviour, to homework or your child’s wellbeing.

In the first instance, we encourage you to:

• Speak to your child’s class teacher – they will usually be able to resolve most concerns quickly.

• If needed, speak to an Assistant Headteacher (Miss Garner/Mrs Prinold) or another appropriate member of staff.

• You can also contact the school office to arrange a meeting or phone call.

Our staff are happy to explain school practices and policies and will always try to ensure you leave the conversation feeling heard and supported.

What if I want to make a formal complaint?

If you feel your concern hasn’t been resolved or would like it to be considered formally, we follow a clear Complaints Procedure in line with the Department for Education (DfE) guidelines.

You can view the full policy, including the formal complaints form, by clicking below:

Complaints Policy – October 2024

Timescales

We aim to resolve complaints promptly and fairly. Response times will vary depending on the complexity of the issue, but we aim to work within clear timescales outlined in our policy. Our goal is always to find a resolution that is reasonable and appropriate for everyone involved.

Complaints Procedure Stages

Please Note

• Malicious or unreasonable complaints may result in appropriate action under our policy for Unreasonable, Abusive Complaints or Behaviour.

• We will always aim to handle complaints fairly, transparently and with care, while maintaining a safe and respectful environment for our staff and families.

If you have any questions or would like to discuss a concern, please contact the school office on 01952 387860. We’re here to help.