If parents, pupils or members of the public have concerns they should:
1. Discuss their concerns with the member of staff most directly involved and, if not satisfied;
2. Discuss their concerns with a senior member of staff. At Elmhurst, this is either Ms Prichard, Mrs Greenwell or Ms Prime.
We expect the majority of concerns will be resolved in this way (and not recorded as a formal complaint). However, if not, the following formal procedure will be followed:
3. Discuss their concerns with the Headteacher, either Mr Lawrence or Mrs Edwards. This is Stage 1 of the formal process.
Only where all these avenues have been tried and found unsatisfactory should the complainant take a complaint to the Chair of Governors or Clerk to the Governing Body.
Where informal attempts have been unsuccessful in resolving a complaint, the complainant should write to the Chair of Governors or Clerk to the Governing Body at the school address. The envelope should be marked ‘FOR IMMEDIATE ACTION’ ‘PRIVATE AND CONFIDENTIAL’ and staff in the school office must ensure that the letter is forwarded without delay.
The complainant will be asked to complete a complaint form (available from the school office) if they have not already done so. The Chair of Governors or Clerk will offer to help an individual to complete the form if appropriate.
At this point, the chair of governors will decide whether the complaint should go straight to the governors’ complaints panel or whether a mediation stage should be offered. Mediation can only proceed if the complainant and the Headteacher are willing for it to be tried. If mediation is not successful, the complaint will be considered by the governors’ complaints panel.
Complaints procedure flow chart.