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Harborne Primary School

Complaints Procedure

We hope that you will always feel able to discuss any concerns you may have with your child's class teacher/s.  These are the people who know your child best and can usually sort out any issues. We take any such concerns seriously, and aim to resolve them as quickly and sensitively as we can, and usually within two school working days.

Ideally you will be able to speak to your child’s class teacher in person at the end of the school day, and if necessary arrange a meeting to discuss your concern. 

If your issue is not resolved, please contact staff in school in the following order:

 -Year Group Leader (please be aware that all our year leads are class based).  We then suggest a meeting with both class teacher and the Year Group Leader so that all parties are clear on what has been discussed.

-If your issue is still not resolved it will be passed onto a member of our Senior Leadership Team who will contact you for a discussion either by telephone, email or in person.

If your concerns are not resolved in a satisfactory manner you may then involve the Head Teacher in trying to resolve the matter. If you are still not satisfied, there may be a desire to make a complaint in a more formal way. We expect complaints to be made as soon as possible after an incident arises (although three months is generally considered to be an acceptable time frame in which to lodge a complaint).

Formal complaints must be made, in writing, through the following steps:

a) First to the Head Teacher

Telephone: 0121 464 2705

Email: FAO Head Teacher

Letter: FAO Head Teacher.

If he is unable to resolve things then you should proceed to the

b) Governing Body

Telephone: 0121 464 2705

Email: FAO Chair of Governors

Letter: FAO Chair of Governors.

Finally, if you are still not satisfied, you have recourse to the

c) Local Authority

The school will log all letters and emails of complaint addressed to the Head Teacher, and acknowledge these within two working days of receipt during term time. The complaint will be investigated and, where possible, a reply from an appropriate member of staff will be issued within one week of receiving the complaint. If this is not possible, the school will inform you of when you can expect to receive a reply.

These same time scales and procedure will apply to a complaint addressed to the Chair of Governors.

Conversely, if you are pleased with the school's achievements, we really hope you will share this with us.