Help us to keep a happy school

Listening to Parents, Pupils and the community

North Wheatley C of E Primary School
Sturton Road, South Wheatley, Retford Notts DN22 9DH
Tel: (01427) 880409
Email: head@northwheatley.notts.sch.uk
Head Teacher: Mrs J Hall
Chair of Governors: Mrs S Balmer

Comments, Compliments and Concerns

We aim to make North Wheatley Primary School a happy, safe and caring
place so that pupils may benefit from the best possible education
We would like to hear from you if you:

Are happy with the service we provide and would like to compliment
the staff and its pupils;
Have any suggestions on how the school can improve the quality of
its provisions
Have a complaint or a concern. All complaints will be taken seriously
and given full and proper consideration

If you have any concerns, these should be raised straight away. We want
to know so that we have the opportunity to put things right and to put
your mind at ease.
Raising concerns

If your concern is regarding something concerning your child, you should

speak to your childs class teacher. If you are not a parent of a child at the
school, then please speak to the Head Teacher in the first instance.
At this stage, you should not take up your concern with one of the school
governors as it is not their role to take up the initial handling of the
complaints, except in the case of the Chair responding to a complaint
against the Head Teacher.
Hopefully your concern will be able to be resolved informally as most are,
however if this is not the case, then you should use the formal complaints
procedure detailed below. We want to deal with any complaint as quickly
as possible and we have a clear procedure for dealing with formal
complaints.
Making a formal complaint
Step 1 The Head Teacher
When making a complaint please think carefully about the exact nature of
your complaint and how you feel it can be resolved.
You should first take up your formal complaint with the Head Teacher. You
can do this by: Telephoning the Head Teacher at the school
Emailing the Head Teacher at head@northwheatley.notts.sch.uk
Writing a letter to school detailing your complaint. Please mark the
envelope Private and Confidential for the attention of the Head
Teacher
Arranging an appointment to meet
You should make it clear in your contact that you are making a formal
complaint. You will receive a written response within 7 working days.
The Head Teacher will make a formal written response to your letter or a
record of your meeting.
If the matter is resolved at this stage it will go no further. If not, you
should go to step 2.
If your complaint is about the Head Teacher or about a School Governor,
you should miss out Step 1 and proceed straight to Step 2.
Step 2 The Chair of Governors
You should now take your formal complaint to the Chair of Governors. You
can do this by writing a letter. You should mark the envelope Private and
Confidential for the attention of the Chair of Governors and arrange an
appointment to meet. Again you should make it clear that you are making
a formal complaint and that you have already spoken to the Head Teacher.

You will receive a written response to this communication within 7 working

days. The Chair of Governors will meet with you at a suitable venue and
will discuss your complaint. Again a written record of the meeting will be
made and the meeting will be confidential.
Hopefully the complaint will be resolved at this stage. However, if not then
the next step is for you to take your complaint to the Complaints Panel.
The Chair of Governors will arrange for your formal complaint to be
forwarded to them.
Step 3 The Governing Body Complaints Panel
Formal complaints are dealt with by our Complaints Panel which is made
up of 3 governors.
The Chair of the Complaints Panel will contact you to find out about your
concerns and discuss with you the formal procedure. They will then
convene an impartial Governing Body Complaints Panel meeting to which
you can put your complaint. The committee will consist of Governors who
have not had any previous involvement with your case and will be
formally clerked. The Chair of Governors will not be involved in this panel.
The Panel will reach its decision based on the evidence it has heard and
the information provided. You will be notified of the decision in writing. It is
hoped that the panel can make a satisfactory decision however, if you are
still not satisfied you may have the right to appeal to the Secretary of
State.
Date September 2016
Policy Review Date September 2018