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De Lucy

Complaints procedure

Our school aims to be a caring, positive and supportive place where young people can learn and receive high quality education. School staff are committed to ensuring that the school community feels valued and respected as individuals. We have good transparent communication and a willingness to listen to our children and parents/carers including when they are raising an initial concern or formal complaint.

Our policy sets out the procedures for dealing with situations where there is a formal complaint or an initial concern from a complainant, about an aspect of a child’s education and/or experience at school. This policy will ensure that the school manages initial concerns and formal complaints appropriately, in a timely and transparent way and in a manner that complainants will consider to be fair and objective.

In order to investigate your complaint as fully as possible the Governing Body has a staged process.

Our policy makes a clear distinction 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.

Complaints Policy

Page updated 6th January 2022


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