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Kensington Primary School

Kensington Primary School

Concerns & Complaints

It goes without saying that we hope you do not have any reason to complain about the school. However, we accept that sometimes you will have a concern or you may have reason to make a complaint. In order to ensure that any concerns or complaints are dealt with promptly and effectively, we have a very clear process that you are required to follow.

From time to time parents, and others connected with the school, may become aware of matters which cause
them concern. To encourage resolution of such situations the Governing Body has adopted a ‘Complaints
Procedure’. The school will deal with all concerns and complaints in a sensitive, impartial and confidential manner and ask that any complainant do the same. The school’s complaints procedure is on our school website. This includes complaints from parents/carers of SEND and Looked after children.
Any person, including members of the public, may raise a concern or make a complaint about any provision of facilities or services that a school provides, unless statutory procedures apply (such as exclusions or admissions).
Stage 1a – Talk to the Class Teacher (informal)
First of all make an appointment to see the class teacher. The class teacher will know your child well and may
already know the details of any incident about which you may have a concern. Please do not try to see the
teacher during the school day when lessons are occurring. It is hoped that you can reach an agreement that
satisfies you but on some occasions the concern raised may require investigation, or discussion with others, in
which case the complainant should allow at least 5 days for a response. The majority of concerns are dealt with
in this way, however, if this is not the case, please see Stage 1b.

Stage 1b – Meet a Senior Teacher or SENCO (informal)

This can only happen if you have been through Stage 1a.  Please contact the school office for a school complaint form 1b.  Once you have submitted this form, arrangements will be made for you to meet with a senior member of staff and/or the SENCO who will investigate the complaint and reply within 5 working school days.  If you are not happy with the outcome at this stage, please see Stage 2.

Stage 2 - Complaint goes to Head Teacher or Executive Head Teacher
This can only happen if you have been through the previous two stages. If your concern or complaint is not
resolved at the informal stage please write to the Head Teacher or Executive Head Teacher detailing why you are
still dissatisfied and what action you would like to resolve the concern or complaint. A complaint form is attached to assist with this. An acknowledgement of the concern or complaint will be sent by the school within 5 school working days. Once we have all the necessary information, a decision will then be taken about the need for further investigation and the appropriate outcome and this may involve additional meetings with you to obtain further information. The
school aims to resolve any concern or complaint within 20 school working days. If you are not happy with the outcome at this stage, please see Stage 3.
Stage 3 – Complaint goes to the Chair of Governors
If you are dissatisfied with the response from Stage 2, you are invited to put your concern or complaint in writing within ten days to the Chair of Governors, via the school office. You will receive an acknowledgement of the concern or complaint within 5 working school days. The Chair of Governors will look at all the information from yourself and the school and may wish to discuss the matter further with you. Once the Chair of Governors is satisfied that the investigation has been concluded and a decision has been reached on the concern or complaint, you will be notified in writing of the conclusion. 
Stage 4 – Final Stage - Complaint is heard by the Governing Body
If you are dissatisfied with the response from the Chair of Governors at Stage 3 you are advised to put your concern or
complaint in writing to the School’s Governing Body, which can be done via the school office, ensuring that you
include details of why you are dissatisfied with the decision. This concern or complaint will be acknowledged within 10
days of receipt by the Governing Body and a review will follow and be conducted by a panel of members of the
Governing Body. An outcome letter will be sent to you within 20 school days of this meeting.
Further Information
  • The school recognises that some concerns or complaints will need to go straight to the Executive Head Teacher because of the nature or seriousness of them. If your complaint is about the Executive Head Teacher, please address your complaint to the Chair of the Governing Body, who may be contacted through the school office.
  • The Governors’ appeal hearing is the last school-based stage of the complaints process.
  • No complaints should be made through parent governors, as they have no role as communicators between parents and the school.
  • Anonymous complaints will not be investigated under this procedure unless there are exceptional circumstances.
  • If the complaint is about an event that happened over 12 months ago the school is not obliged to investigate further.
  • All complaints about a member of staff must be made in writing.
If you are still dissatisfied with the outcome you may contact The Department for Education, The School
Complaints Unit (SCU), 2nd Floor, Piccadilly Gate, Manchester M1 2WD. The SCU will examine the school’s
complaints policy to determine if they adhere to education legislation. However, the SCU will not re-investigate
the substance of the concern or complaint and will not overturn the school’s decision about a concern or complaint.
  • Ofsted Outstanding Logo
  • Music Mark
  • Sainsburys School Games 14/15
  • RE Quality Bronze
  • Bronze Star 2016
  • Eco-Schools Bronze Award
  • Eco-Schools Silver Award
  • SSAT Educational Outcomes 2016