Complaints & Concerns
At Ashleigh Primary School, we are committed to working closely in partnership with our parents, carers, and the local community. We pride ourselves on maintaining an open, positive dialogue and always strive to provide the highest standard of education, care, and support for every child.
However, we recognise that there may be occasions when you feel concerned or dissatisfied with an aspect of school life. We value your feedback and view concerns as an opportunity to improve our practices and strengthen our partnership with families.
Our Approach to Resolving Concerns
We believe that the vast majority of concerns can be resolved quickly and amicably through open communication. Our complaints procedure is designed to be fair, transparent, and prompt, following a clear, structured staged approach:
Stage 1: Informal Resolution (Early Conciliation)
Talk to us early: If you have a concern, please contact the relevant member of staff (such as your child's class teacher) or the school office as soon as possible.
Open dialogue: Most issues can be resolved informally through a phone call, email, or a scheduled meeting where we can listen to your perspective and work together toward a practical solution.
Prompt response: We aim to address and resolve informal concerns quickly, typically within 5 working days.
Stage 2: Formal Complaint
If you feel your concern has not been resolved informally, or if the matter is of a more serious nature, you can escalate it to a formal complaint.
Put it in writing: Please submit your formal complaint in writing to the Headteacher, outlining the nature of the issue, the steps already taken, and the outcome you are seeking.
Thorough investigation: The Headteacher (or a designated senior leader) will conduct a thorough, objective investigation into the matter.
Formal response: You will receive a formal written response detailing the findings and any actions taken, usually within 15 to 20 working days.
Stage 3: Review Panel / Appeal
If you remain dissatisfied with the outcome of the formal stage, you may request a review by an independent complaints panel.
Requesting a review: Write to the Clerk to the Governing Body within 10 working days of receiving the formal response to request that the matter be reviewed by a panel of governors.
Panel hearing: An independent panel comprising governors not previously involved in the case will convene to review the handling of the complaint and issue final recommendations.
How to Contact Us
If you wish to discuss a concern or would like to request a full copy of our detailed school Complaints Policy, please get in touch with us:
Phone: 01254703171
Email: [email protected]
In Person: Appointments can be arranged by contacting the school office.