Lemington Riverside Primary School

Feedback & Complaints

Feedback, Concerns and Complaints

At Lemington Riverside Primary School, we want the very best for our children – just like you do.

We believe that strong, open relationships between school and families are key to helping children thrive. We welcome feedback, questions and concerns, and we are committed to listening, working with you and resolving issues as quickly and positively as possible.

Most things can be sorted out easily through conversation, and we always encourage families to speak to us at the earliest opportunity.

parent guide to school complaints.pdf

 

Feedback, a Concern or a Complaint – what’s the difference?

Sometimes it helps to know what kind of issue you want to raise:

Feedback
This is when you want to share your views, ideas or experiences. You may not need a response, but you want us to listen and take it on board.

A concern
This is when you have a worry or question and are looking for reassurance or an answer. Concerns are usually best dealt with informally and quickly.

A complaint
This is when you feel dissatisfied with an action the school has taken, or something we have not done, and you want the issue formally investigated.

We take all three seriously.

Our first step: talking things through

We always aim to resolve issues at the earliest possible stage.

In most cases, the best place to start is by speaking to the member of staff closest to the issue:

  • Class teacher – for day-to-day matters relating to your child

  • A senior leader or the Headteacher – if the issue is wider, more serious, or hasn’t been resolved

Many concerns are resolved quickly through open, respectful discussion without the need for a formal complaint.

If you find it difficult to speak to a particular member of staff, please let us know – we will make sure another appropriate person supports you.

Our school complaints procedure is below:

complaints procedure oct 25 oct 27 .pdf

 

Making a formal complaint

If a concern cannot be resolved informally, you may wish to make a formal complaint.

Formal complaints can be made:

  • in person

  • by telephone

  • in writing

  • by a third party acting on your behalf (with your consent)

Complaints should usually be raised within three months of the issue happening.

To help us understand and investigate your complaint, it is helpful if you:

  • explain what happened and when

  • say who was involved

  • tell us what outcome you are hoping for

We have a clear complaints procedure which explains how complaints are handled and the timescales involved. A complaint form is also available if you would like to use it.

What happens next?

Our complaints process has three stages:

Stage 1 – Informal resolution
A meeting or discussion to try to resolve the issue quickly.

Stage 2 – Formal investigation
Your complaint is formally investigated, and you will receive a written response explaining the outcome.

Stage 3 – Governors’ review
If you remain dissatisfied, the complaint can be reviewed by a panel of governors. This is the final stage of the school’s process.

At every stage, our aim is to resolve the complaint fairly and transparently. Where appropriate, this may include an explanation, changes to practice, or an apology.

Respectful communication

We understand that when concerns relate to your child, emotions can run high. We ask that everyone involved treats each other with respect and courtesy.

Abusive, aggressive or threatening behaviour towards staff will not be tolerated and may result in the complaints process being paused until communication can continue safely and respectfully.

We also ask that complaints are not shared on social media, as this can make resolution harder and affect those involved.

Support and accessibility

We are committed to making our complaints process accessible to everyone.

If you need:

  • help completing forms

  • information in a different format

  • meetings arranged in an accessible way

please contact the school office and we will do our best to support you.

Still unhappy?

If you feel that the school has not followed its complaints procedure correctly, or has acted unreasonably or unlawfully, you may be able to raise this with the Department for Education after completing all stages of our process.

Full details are included in our complaints procedure.

Our commitment to families

We value your trust.
We value your voice.
And we value working together in the best interests of your child.

If something isn’t right, please talk to us – we are here to listen and to help.

 

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