Complaints Procedure
We care about what you think
Expressions of pleasure or praise are very welcome as they give staff reassurance that their efforts on behalf of your children are appreciated. Such comments can be verbal or put in writing and emailed to the school office via admin@heathlands.herts.sch.uk to inform us as part of our school self-evaluation.
Each day this school makes many decisions and tries hard to do the best for all the children. Your comments – either positive or negative – are helpful for future planning. You may want to talk to us about a particular aspect of this school, though not actually make a complaint – you just want to get something ‘off your chest’. Whatever it is, this page shows you how this can be achieved.
If you are dissatisfied about the way your child is being treated, or any actions or lack of action by us, please feel able to complain.
Our promise to you
- Your complaint will be dealt with honestly, politely and in confidence
- Your complaint will be looked into thoroughly and fairly
- If your complaint is urgent we will deal with it more quickly
- We will keep you up to date with progress at each stage
- You will get an apology if we have made a mistake
- You will be told what we are going to do to put things right
- You will get a full and clear written reply to formal complaints within 28 working days
First
Please make sure that you have read the Contact Booklet and followed the guidance given there. We hope that any problem can be resolved quickly and informally where and when it occurs. Usually this is done directly with the class teacher or form tutor, in the first instance. If you have a concern about anything we do, or if you wish to make a complaint, you can do this by email, letter, telephone (including through our VRS service) or in person. If there is something you are not happy about, or you don’t understand why we are doing something in a particular way, please come in and discuss it with the class teacher or other appropriate member of staff. If the problem cannot be dealt with at that level please approach the relevant Assistant Headteacher.
We know that it can feel uncomfortable to question or challenge, but if you don’t tell us what is worrying you we cannot explain what we are doing or try to put it right.
If your concern remains unresolved talk to the Co-Headteachers. Make an appointment with the school secretary to make sure a Co-Headteacher is available. You should be able to sort out your worries but sometimes this is not possible. In this case there is a next step.
Second
If you are not satisfied you can escalate your complaint to the Chair of Governors. The school secretary will pass on the email address for the Chair of Governors and you can email or request a meeting. The Chair of Governors will then arrange for your complaint to be investigated and considered and will reply within ten working days to give you a progress report and tell you what will happen next. When your complaint has been fully investigated you will be told of the outcome in writing.
Third
Most complaints are the responsibility of the governing body of the school and will be resolved by them. A small number of complaints cannot be resolved by this process.
In the case of complaints about Special Educational Needs, the National Curriculum or Collective Worship, in LA maintained schools, you can complain further to the Local Education Authority. This should be done by writing to the Head of the Conciliation and Appeals Unit at the address below.
Heath House (Residential Sector)
The complaint procedures outlined above equally applies to Heath House. However, if you have a serious concern to raise with respect to our residential provision you can complain directly to Ofsted, 1 Eastbrook, Shaftesbury Road, Cambridge, CB2 8DR. Tel: 0300 123 1231. E-Mail : enquiries@ofsted.gov.uk
Useful contacts
Chair of Governors
The secretary at school will tell you who this is and pass on any written correspondence
County Councillor for your area
Contact the Members Secretariat at County Hall, Hertfordshire County Council
03001237487
ACE
Advisory Centre for Education
72 Durnsford Road
London
N11 2EJ
Free Advice Line Monday to Friday
0808 800 5793
Children’s Legal Centre
Wellington House
90-92 Butt Road
Colchester
CO3 3DA
Email for Advice Service – info@coramclc.org.uk
Complaints Manager
CH0118, Room 164-166
County Hall
Pegs Lane
Hertfordshire, SG13 8DF
Telephone 01992 588542
Email cs.complaints@hertfordshire.gov.uk
Parent Partnership (Special Educational Needs)
Helpline 01992 555847
Email info@hertssendiass.org.uk
