Complaints Procedure

At Old Hill Primary School, we are committed to working in partnership with parents and carers to provide the best possible education for all our pupils. We value your feedback and take any concerns seriously. Most concerns can be resolved quickly through open and honest communication, and we encourage you to speak with us as early as possible.

Stage 1 – Informal Concerns

Please speak to your child’s class teacher in the first instance. They will do their best to address the matter promptly.

If the issue is not resolved, or if you feel it is more serious, you may wish to speak to a member of the Senior Leadership Team.

If your concerns are not resolved in a satisfactory manner you may then involve the headteacher in trying to resolve the matter. If you are still not satisfied, there may be a desire to make a complaint in a more formal way.

Stage 2 – Formal Complaint

1. Formal complaints must be made, in writing, through the following steps:

   a) First to the Head Teacher

   Email: office@oldhillprimaryschool.com Subject: FAO Headteacher

   Letter: FAO Headteacher.

   If they are unable to resolve things then you should proceed to:

   b) Governing Body

   Telephone: 0121 464 2705

   Email: office@oldhillprimaryschool.com  FAO Chair of Governors

   Letter: FAO Chair of Governors.

The headteacher will acknowledge your complaint within 5 school days and aim to investigate and respond within 10 school days.

Stage 3 – Complaint Heard by the Governing Board

If you are not satisfied with the outcome, you can request that the complaint is considered by the Governing Board’s Complaints Committee.

This request must be made in writing to the Chair of Governors via the school. A panel of governors will meet to review your complaint. You will be invited to attend and present your case.

The panel’s decision will be final and will be communicated in writing.

For full details, please see our Complaints Policy