Complaints and Concerns
At Kirkham & Wesham Primary School, we value the positive relationships we have with our children, families and wider school community. We believe that open and respectful communication helps us to work together and resolve concerns as quickly as possible.
We hope that anyone who has a concern feels able to talk to us. We take concerns seriously and will always aim to listen, understand what has happened and work towards a positive resolution.
Raising a Concern
We believe that concerns are best resolved at the earliest possible stage. Many issues can be resolved informally without needing to use the formal stages of our Complaints Procedure.
If your concern relates to your child, we would usually encourage you to speak to your child’s class teacher in the first instance. Concerns can also be raised with the Headteacher where appropriate.
A concern or complaint can be raised in person, in writing or by telephone. A third party may also raise a complaint on someone’s behalf where they have appropriate consent.
If you have difficulty discussing a concern with a particular member of staff, please let us know. We will respect your views and can arrange for another appropriate member of staff to consider your concern.
Making a Formal Complaint
Sometimes a concern cannot be resolved informally, or a person may wish to make a formal complaint. In these circumstances, our Complaints Procedure explains how the complaint will be considered and the timescales involved.
Our formal procedure has two stages:
Stage 1 – Formal complaint and investigation
Stage 2 – Consideration by the Governing Body’s Complaints Committee
Stage 2 is the final stage of the school’s complaints procedure.
[Read our Complaints Procedure]
A complaint form is also included within the Complaints Procedure. If you require help completing it, please contact the school office. We will consider reasonable adjustments to make our complaints process accessible to everyone who needs to use it.
Who Can Make a Complaint?
Our Complaints Procedure is not limited to parents or carers of children attending KWPS.
Any person, including a member of the public, may make a complaint about the provision of facilities or services provided by Kirkham & Wesham Primary School, unless the matter is dealt with under a separate statutory procedure.
Who Should I Contact?
Concerns should usually be raised with the class teacher or Headteacher.
Formal complaints about a member of school staff, other than the Headteacher, should be addressed to the Headteacher via the school office and marked Private and Confidential.
Complaints about the Headteacher should be addressed as set out in our Complaints Procedure and sent via the school office, marked Private and Confidential.
Complaints about governors or the Governing Body should also be made in accordance with the arrangements set out in our Complaints Procedure.
Please do not approach individual governors directly about a complaint, as this may prevent them from being able to consider the matter impartially at a later stage of the procedure.
Complaints Covered by Other Procedures
Some matters are dealt with under separate statutory or specific procedures and therefore do not fall within the school’s general Complaints Procedure. These include matters relating to:
- school admissions
- statutory assessment of special educational needs
- school reorganisation proposals
- safeguarding or child protection investigations
- suspensions and permanent exclusions
- staff grievances
- whistleblowing
- some staff conduct matters
- services provided independently by other organisations using the school premises.
Further information about these exceptions and where concerns should be directed can be found within our Complaints Procedure.
Timescales
Complaints should normally be raised within three months of the incident or, where there has been a series of related incidents, within three months of the most recent incident.
Complaints outside this timescale may be considered where exceptional circumstances apply. Complaints received outside term time will normally be treated as having been received on the first school day following the holiday period.
Working Together
Our aim at every stage is to resolve concerns and complaints fairly and constructively. Where something could have been handled differently, we will consider what can be learned and what action may be needed to improve our practice. This may include an explanation, an apology, changes to procedures or steps to help prevent a similar situation happening again.
We ask everyone involved in a complaint to communicate respectfully and work with us towards a resolution. In return, we will aim to ensure that complaints are considered openly, fairly and impartially.
At KWPS, our commitment to Belong, Believe and Be the Best You Can Be extends to the relationships we build with our whole school community.
Contact Us
Kirkham & Wesham Primary School
Nelson Street
Kirkham
Preston
PR4 2JP
Telephone: 01772 682866
For help raising a concern, making a complaint or accessing the Complaints Procedure in an alternative format, please contact the school office.
