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Complaints

We try very hard at Phoenix St. Peter Academy to ensure that you do not feel the need to complain; however, we recognise that we may not always get things right. Often, frustrations or worries can be rectified by open dialogue; pease find below the process for raising your concerns before lodging a formal complaint.
 

Stage 1 - Make your child's Class Teacher or Office Staff aware of your concern

In the first instance, please speak to:

  • your child(s) Class Teacher if you have any concerns or worries regarding your child(ren);
  • or a member of the Business Support Team, if it is an administrative concern;

If necessary, they will refer your concern to the Senior Leadership Team, SENDCo or DSL to ensure your concern is resolved.

Please give us a little time to gather the appropriate information, from you, and your child's Class Teacher and any other members of Staff, as necessary.

You will appreciate that our Staff are very busy, so it may be necessary to inform your child's Class Teacher in writing, by email. All email addresses can be found at the following link:

We would expect our Staff to respond to any worries or concerns within 3 school days, to enable them to gather the information they need in order to respond.

Stage 2 - Give us some time to resolve your worries

You may need to discuss your concern with your child(rens) Class Teacher over a short period of time, allowing us to implement any changes which you feel are necessary and to evaluate the outcome.

Please give us a little time to gather the appropriate information, from you, and your child's Class Teacher and any other members of Staff, as necessary.

We would expect our Staff to respond to any worries or concerns within 3 school days, to enable them to gather the information they need in order to respond.

Stage 3 - Make our Senior Leadership Team aware

After an appropriate period of time we hope that your concern or worry is resolved; however, if you do not feel it has been resolved satisfactorily, please inform one of our Senior Leadership Team, who can be found at the following link: 

Please give us a little time to gather the appropriate information, from you, and your child's Class Teacher and any other members of Staff, as necessary.

We would expect our Staff to respond to any worries or concerns within 3 school days, to enable them to gather the information they need in order to respond.

Stage 3 - Give us some time to resolve your worries

This may be the first time that the Senior Leadership Team have been made aware of your concern or worries. Please give us a little time to gather the appropriate information, from you, and your child's Class Teacher and any other members of Staff, as necessary.

Please give us a little time to gather the appropriate information, from you, and your child's Class Teacher and any other members of Staff, as necessary.

We would expect our Staff to respond to any worries or concerns within 3 school days, to enable them to gather the information they need in order to respond.

Stage 4 - Make our Headteacher aware

If, after the above steps have been taken and you still feel that we have not fully resolved your worry or concern, please contact our Headteacher, to inform them. 

Please give us a little time to gather the appropriate information, from you, and your child's Class Teacher and any other members of Staff, as necessary.

We would expect our Staff to respond to any worries or concerns within 3 school days, to enable them to gather the information they need in order to respond.

Stage 5 - Write to our Headteacher

If, after the above steps have been taken and you still feel that we have not fully resolved your worry or concern, please contact our Headteacher, in writing to inform them why you do not feel your worries or concerns have been rectified.

We would expect our Staff to respond to any worries or concerns within 3 school days, to enable them to gather the information they need in order to respond.

Stage 6 - Formal Complaint

Sadly, if you have provided us with adequate time to resolve your concern or worry and you do not feel that it has been satisfactorily resolved, we must refer you to our formal Complaints Policy and Process which can be found on our Policy Page below: