Complaints

How can we help?

We hope that your child is happy at Barnes Primary School. Occasionally, however, a concern or difficulty may arise. Most concerns can be resolved quickly through open communication and we encourage parents and carers to contact us as soon as an issue arises.

We are committed to working in partnership with families and will always seek to resolve concerns promptly, fairly and respectfully. We recognise that, on occasion, concerns may remain unresolved despite our best efforts. For these situations, we have a staged complaints procedure to ensure that concerns and complaints are considered carefully, consistently and fairly.

What is the difference between a concern and a complaint?

A concern: is an expression of worry or doubt about an issue that is considered important and for which reassurance is being sought. Wherever possible, concerns are resolved through everyday communication between home and school.

A complaint: is an expression of dissatisfaction, however made, about actions taken or a lack of action.

I have a concern. What should I do?

In most cases, concerns should first be discussed with your child's class teacher. Many issues can be resolved quickly through a conversation and shared understanding.

If you feel that the concern has not been resolved, you may request a meeting with a Phase Leader, the Deputy Headteacher or the Headteacher. This meeting will usually take place as soon as possible and normally within three school days of the initial conversation with the class teacher.

In some circumstances, you may feel that the matter should be raised directly with a senior leader. If this is the case, you should contact the Deputy Headteacher or Headteacher in the first instance.

What if my concern is still not resolved?

If you remain dissatisfied after meeting with the Deputy Headteacher or Headteacher, you may request a second follow-up meeting. This will normally take place within five school days of your request.

Our aim is always to listen carefully, understand concerns and work together to achieve a positive resolution.

How do I make a formal complaint?

If your concern remains unresolved, or if you believe the matter is sufficiently serious, you may choose to invoke the school's formal complaints procedure. This can be done whether or not you have completed all stages of the informal concerns process.

To begin the formal complaints procedure, please submit your complaint to the school in writing. We can accept this in any format but this form includes all the information that the school needs to look into the matter. The school will not accept complaints generated by artificial intelligence (AI), technology as determined by our AI filter. Complaints generated by AI will be returned to the complainant. All correspondence should be clearly marked Confidential, sealed and delivered via the Key Stage 1 office.

Who should I address my complaint to?

If your complaint relates to: A member of staff (other than the Headteacher)

Please address it to: The Headteacher

If your complaint relates to: Headteacher

Please address it to: The Chair of Governors

If your complaint relates to: An individual governor 

Please address it to:  The Chair of Governors

Once a formal complaint has been received, it will be handled in accordance with the school's Complaints Policy. The policy explains the formal stages of the process, timescales and how complaints are investigated and reviewed.

Where can I find the full complaints procedure?

Please refer to our Complaints Policy for full details of the formal complaints process, including timescales, appeal arrangements and the responsibilities of all parties involved.

Complaints Policy

Our commitment to parents

We value feedback from parents and carers and view concerns as an opportunity to improve. We are committed to ensuring that all concerns and complaints are taken seriously, considered fairly and handled with courtesy, transparency and respect. Our shared aim is always to achieve the very best outcomes for the children in our care.