Florence Melly Community Primary School
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In this section of our website, you will find information about how to make a complaint, including our complaints procedure. This was ratified by the Full Governing Body on 10th July 2023. This page also includes the arrangements for handling complaints from parents/carers of children with special educational needs (SEND). Additionally, the arrangements for handling complaints from parents/carers of children with SEND can be found within our SEND Information Report – October 2023.

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. At Florence Melly Community Primary School, we take concerns very 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, please contact the Headteacher who will deal with the concern or refer you to another staff member. Similarly, if the member of staff directly involved feels unable to deal with a concern, we 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, our school will attempt to resolve the issue internally, through the stages outlined within our complaints procedure.

To access our school’s complaints procedure, please click this link: School Complaints Procedure. Should you require a paper copy, please contact the school and this will be provided, free of charge.

School Complaints Procedure

Special educational needs (SEN)

Any complaints should first be raised with our SENCO (Mrs O’Keefe) then if necessary with the Headteacher (Mr Leach) and, if unresolved, with the SEND Governor (Mrs Janet Matthews).

Managing parental complaints related to SEN (any of the following may apply):

  • All SEN complaints must follow the school’s formal complaints procedure.
  • The SEN governor is consulted.
  • External advice may be sought.
  • Key legislation regarding the matter is identified.
  • Good levels of communication with the parents/carers are maintained throughout the process.
  • Meetings with the parents/carers are arranged, perhaps involving a mediator such as parent support.
  • Key issues are identified including where there is agreement.
  • Discussions should take place with the SENCO.
  • Reports provided by outside agencies should be considered.

Make an SEND complaint

Follow these steps in order. Move on to the next step if your complaint is not resolved.

  • Talk to the school’s special educational needs co-ordinator, Mrs O’Keefe (SENCO)
  • Follow the school’s complaints procedure
  • Complain to you local authority

Complain to the Education Funding Agency instead of the local authority if both the following apply:

  • the school is an academy or free school
  • your complaint is not about an SEN statement or an EHC plan

There’s a different process if you disagree with a decision your local authority has made about an SEN statement or an EHC plan.