Complaints Procedure
Complaints Procedure Statement
Aims
Castleton Primary School aims to provide a high-quality education for all children at all times. The school welcomes every child and family and seeks to provide a friendly, nurturing environment in which all children can learn and develop.
Castleton Primary School believes that children, parents, carers and visitors have the right to be treated with dignity and courtesy, and to have their needs and concerns considered promptly. School staff aim to work in genuine partnership with parents, carers and the wider community and welcome suggestions on how to improve the school’s provision at any time.
Any parent, carer or visitor who feels uneasy or uncomfortable about any aspect of the school is encouraged to bring this to the attention of the class teacher or Headteacher in the first instance. If this does not lead to a satisfactory outcome within a reasonable period of time, or if the issue reoccurs, concerns should be put in writing by following the school’s complaints procedure and completing the relevant complaint form.
This policy is based on the Department for Education’s best practice guidance for school complaints procedures (2020), including the DfE’s model complaints procedure and model policy for handling serial and unreasonable complaints.
Complaints Procedure
Under the school’s complaints procedure, initial concerns should be raised informally with either the class teacher or the Headteacher. If the matter remains unresolved, the next step is to submit a formal complaint at Stage 1 of the procedure.
Complaints will be received by the school office or headteacher and forwarded to the appropriate person, as outlined below:
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Complaints against school staff (except the Headteacher) - contact the school office on 01132637756 or via the headteacher email: headteacher@castletonleeds.org.uk.
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Complaints that involve or are about the Headteacher - should be put in writing to the Chair of Governors by either writing a letter and addressing it to Judith Norfolk or sending an email to j.norfolk@castletonleeds.org.uk.
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Complaints about the Chair of Governors, an individual governor, or the governing body as a whole will be forwarded to the clerk of governors, after contacting the school office on 01132637756.
Accessibility and Support
In accordance with equality legislation, Castleton Primary School will consider making reasonable adjustments where required to enable complainants to access and complete the complaints procedure. This may include providing information in alternative formats, supporting individuals in raising a formal complaint, or arranging meetings in accessible locations.
If you require assistance at any stage of the complaints process, please contact the school office, who will be happy to help.
