Complaints Policies

We receive very few complaints at St George's.  however when they do arrive, it is vital that they are managed transparently and to ensure a resolution.

Policies below are extensive and written using Department for Education best practice for school complaints procedures.

 If you have a concern or complaint

We would like you to tell us about it.  We welcome suggestions for improving our work in the school. Be assured that no matter what you are wanting to tell us, our support and respect for you and your child in the school will not be affected in any way. Please tell us of your concern as soon as possible. It is difficult for us to investigate properly an incident or problem which has happened some time ago.

 What to do first

Most concerns can be sorted out quickly by speaking with your child’s class teacher or another key member of staff (office staff, Dragon Club Manager).

 In the first instance we ask that all complaints (unless they are about staff conduct or safeguarding) are taken to the class teacher or if the matter is a serious one the complaint should go to the Assistant Head Teacher for that teaching band.  They are:

• Mrs Binks for EYFS and KS1 (Nursery, Foundation 2, Year 1 and Year 2)
• Mrs Chambers for Years 3 and 4
• Mr Nathan for Years 5 and 6

 If complaints are regarding school's Special Needs and Disability provision they should be sent to Mrs Sonya Huxley our school's SENDCO.

 If your complaints are regarding the school’s safeguarding and pastoral practice, they should go our Designated Safeguarding lead and Deputy Head Teacher.  Mrs Skarratts- Jackson.

 They can be contacted through Mrs Susan Walters the PA to the school's leadership team.  Mrs Walters can be contacted by phone, main office or by e-mail. E-mail address is susan.walters@stgeorges.wirral.sch.uk

 If you are unhappy after this response the complaint can be escalated to the head teacher.  This would be through Mrs Susan Walters the PA to the school's leadership team.  Mrs Walters can be contacted by phone, through the main office or by e-mail.  Her e-mail address is susan.walters@stgeorges.wirral.sch.uk.

 If you need to meet with a senior member of staff we will ensure that this meeting is professional and we are here to listen.  You can take a friend or relation to the appointment with you if you would like to so that they can support you.

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.

What to do next

If you are dissatisfied with the teacher’s response (or with the head teacher’s initial reaction if he/she has already been involved) you can make a formal complaint to the head teacher.

This should be made in writing or by requesting a meeting. Help with this is available from http://www.ace-ed.org.uk/advice-about-education-for-parents/advice-booklets-and-briefings/making-a-complaint

Or you can contact Wired who run Wirral’s Parent Partnership Service on 01515227990 if your child has special educational needs and you need support.    

If your complaint is about an action of the head teacher personally, then you should refer it to the Chair of Governors now. You can contact our chair of governors;

Chair of Governors

St George’s Primary School

C/o School Office at St George’s Primary School

or e-mail at: clerktogovernors@stgeorges.wirral.sch.uk

parental leaflet on complaints.pdf