Concerns & Complaints
At Cranham C of E School, we endeavour to serve our community to the best of our ability, and pride ourselves on working in effective collaboration with parents and other groups. However, we recognise that sometimes things go wrong, despite our best efforts.
The difference between a concern and a complaint:
A concern may be defined as ‘an expression of worry or doubt over an issue considered to be important for which reassurances are sought.’
A complaint may be defined as ‘an expression of dissatisfaction however made, about actions taken or a lack of action.’
It is in everyone’s interest that concerns and complaints are resolved at the earliest possible stage. Many issues can be resolved informally, without the need to use the formal stages of the complaints procedure. Cranham C of E Primary takes concerns seriously and will make every effort to resolve the matter as quickly as possible.
If you have difficulty discussing a concern with a particular member of staff, we will respect your views. In these cases, the headteacher, will refer you to another staff member. Similarly, if the member of staff directly involved feels unable to deal with a concern, they will refer you to another staff member. The member of staff may be more senior but does not have to be. The ability to consider the concern objectively and impartially is more important.
We understand, however, that there are occasions when people would like to raise their concerns formally. In this case, Cranham C of E Primary School will attempt to resolve the issue internally, through the stages outlined within the complaints procedure. The policy below aims to support people who feel that their concern has not been dealt with as effectively as they would like by the school team.