School Complaints Procedure 

In this section, you will find information about our school’s complaints procedure, which complies with Section 29 of the Education Act 2002

It also includes any arrangements for handling complaints from Parents/Carers of children with Special Educational Need Disabilities (SEND) about the support the school provides.

The difference between a concern and a complaint

A concern may be defined as ‘an expression of worry or doubt over an issue considered to be important for which reassurances are sought’.

A complaint may be defined as ‘an expression of dissatisfaction however made, about actions taken or a lack of action’.

It is in everyone’s interest that concerns and complaints are resolved at the earliest possible stage. Many issues can be resolved informally, without the need to use the formal stages of the complaints procedure. At St Finbars Catholic Primary School, we take  concerns seriously and will make every effort to resolve the matter as quickly as possible.

If you have difficulty discussing a concern with a particular member of staff, we will respect your views. In these cases, please contact the Headteacher who will deal with the concern or refer you to another staff member. Similarly, if the member of staff directly involved feels unable to deal with a concern, we will refer you to another staff member. The member of staff may be more senior but does not have to be. The ability to consider the concern objectively and impartially is more important.

We understand however, that there are occasions when people would like to raise their concerns formally. In this case, our school will attempt to resolve the issue internally, through the stages outlined within our complaints procedure which can be accessed by clicking the link below.

Should you require a paper copy, please contact the school and this will be provided, free of charge.

Complaints’ policy & procedure

Make an SEND complaint

Follow these steps in order. Move on to the next step if your complaint is not resolved.

  • talk to the school’s Special Educational Needs Co-ordinator, Miss T Williams (SENDCo)
  • follow the school’s complaints procedure
  • complain to you local authority.

Complain to the Education Funding Agency instead of the local authority if both the following apply:

  • the school is an academy or free school
  • your complaint is not about an SEN statement or an EHC plan.

There’s a different process if you disagree with a decision your local authority has made about an SENstatement or an EHC plan.