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Cedars Primary School

Respect, Honesty, Kindness, Pride, Ambition

School Complaints Procedure

Complaints Procedure

Concerns and Complaints about School:


Notes for Parents

If you have a concern or complaint we would like you to tell us about it as soon as possible. Please put your complaint in writing to the Headteacher or by email to 

If your complaint involves a child with additional needs or recognised special educational needs, you can ask to speak to the school senco, Mrs Harrison.


Informal Stage

First, speak to a member of staff. Most concerns can be sorted out quickly by speaking to your child’s class teacher or someone in the school office.

If you are still unhappy, speak to the Headteacher. All staff will make every effort to resolve your problem informally. They will make sure that they understand what you feel went wrong, and they will explain their own actions to you. They will ask what you would like the school to do to put things right. Of course, this does not mean that in every case they will come round to your point of view but it will help both you and the school to understand both sides of the question. It may also help to prevent a similar problem arising again. Most concerns are resolved informally. Very occasionally there is a need for further action.


Formal Stage

You may find it helpful at this stage to have a copy of the full statement of the General Complaints Procedure and our Complaints Policy, as this explains in detail what procedures are followed. If your complaint is about an action of the Headteacher personally, then you should refer it to the Chair of Governors. You can contact him/her through the school.


In other cases:

The Headteacher will ask to meet you for a formal discussion of the problem. You may take a friend or someone else with you if you wish. The Headteacher will conduct a full investigation of the complaint and may interview any members of staff or pupils involved. You will receive a written response to your complaint to resolve the matter.

If you are still not satisfied you may wish to ask the Chair of Governors (Mrs Adeeba Hussain) for referral of your complaint to the Complaints Committee of the Governing Body. You will be invited to attend and speak to the Committee at a meeting which the Headteacher will also attend. The General Complaints Policy / Procedure statement explains how these meetings operate.



Who to contact

·       Admissions to schools

·       Statutory assessments of Special Educational Needs

·       School re-organisation proposals

Concerns about admissions, statutory assessments of Special Educational Needs, or school re-organisation proposals should be raised with  Head of Education 01254 585585


·      Matters likely to require a Child Protection Investigation

Complaints about child protection matters are handled under our child protection and safeguarding policy and in accordance with relevant statutory guidance.

If you have serious concerns, you may wish to contact the local authority designated officer (LADO) who has local responsibility for safeguarding or the Multi-Agency Safeguarding Hub (MASH) (01254) 666400



·       Exclusion of children from school*

Further information about raising concerns about exclusion can be found at:

*complaints about the application of the behaviour policy can be made through the school’s complaints procedure. <link to school behaviour policy>.

·       Whistleblowing

We have an internal whistleblowing procedure for all our employees, including temporary staff and contractors.

The Secretary of State for Education is the prescribed person for matters relating to education for whistleblowers in education who do not want to raise matters direct with their employer. Referrals can be made at:

Volunteer staff who have concerns about our school should complain through the school’s complaints procedure. You may also be able to complain direct to the LA or the Department for Education (see link above), depending on the substance of your complaint.

·       Staff grievances

Complaints from staff will be dealt with under the school’s internal grievance procedures.

·       Staff conduct

Complaints about staff will be dealt with under the school’s internal disciplinary procedures, if appropriate.

Complainants will not be informed of any disciplinary action taken against a staff member as a result of a complaint. However, the complainant will be notified that the matter is being addressed.

·       Complaints about services provided by other providers who may use school premises or facilities

Providers should have their own complaints procedure to deal with complaints about service. Please contact them direct or see above explaining the schools procedure. 

·       National Curriculum - content

Please contact the Department for Education at: