Complaints
At The North School we try our best to ensure that the needs of all our
children, parents/carers and staff are met and that our school is a safe and happy
place for all. However, we do recognise that at times concerns may arise, or
mistakes can be made. We ask that these are brought to our attention as soon as
possible to allow staff time to investigate an incident or problem and resolve the issue. Problems sometimes arise from misunderstandings which can be easily addressed. Most concerns and complaints can be sorted out quickly by discussing with a member of staff.
children, parents/carers and staff are met and that our school is a safe and happy
place for all. However, we do recognise that at times concerns may arise, or
mistakes can be made. We ask that these are brought to our attention as soon as
possible to allow staff time to investigate an incident or problem and resolve the issue. Problems sometimes arise from misunderstandings which can be easily addressed. Most concerns and complaints can be sorted out quickly by discussing with a member of staff.
If you feel you have not been able to resolve an issue, we have a clear
complaints procedure for you to follow.
A link to the complaints policy can be found below and clearly sets out the procedure and provides timelines.
Complaints Policy
Summary of Complaints Procedure
Stage 1 Informal
In the first instance, the matter should be discussed directly with the member of staff concerned.
Stage 2 Complaint
A formal complaint should be made in writing by completing the Stage 2 Complaint Form for the attention of Mrs C Ellerby Headteacher via the school office; tns-office@swale.at
Summary of Complaints Procedure
Stage 1 Informal
In the first instance, the matter should be discussed directly with the member of staff concerned.
Stage 2 Complaint
A formal complaint should be made in writing by completing the Stage 2 Complaint Form for the attention of Mrs C Ellerby Headteacher via the school office; tns-office@swale.at
Stage 3 Complaint
Complaints very rarely reach this level. If not resolved, the complaint should be made in writing by completing the Stage 3 Complaint Form, within 10 school days of the decision at Stage 2. The complaint should be addressed to the Executive Headteacher via the Trust Governance Officer at the Trust Office*.
Stage 4 Final Complaint Stage - Appeal Hearing of the Trust Complaints Panel
Complaints at this stage should be made via the Trust Governance Officer for the attention of the Chief Executive Officer (CEO) within 10 school days of the decision at Stage 3. It must be set out why you are not satisfied with the outcome and what you wish to see happen. You should write to the Trust Governance Officer at the Trust Office*.
*(hello@swale.at); Swale Academies Trust, Ashdown House, Johnson Road, Sittingbourne, ME10 1JS.
