Making a complaint

West Wimbledon Primary School strives to provide a good education for all our children. To further that over-arching aim, the Headteacher and staff work very hard to build positive relationships with all parents. However, the School is obliged to have procedures in place in case there are complaints by parents or carers.

If any parent is unhappy with the education that their child is receiving, or has any concerns relating to the School, we encourage them to talk to the child’s class teacher immediately. 

We deal with all complaints in accordance with procedures laid down by the Department of Education. The current advice for maintained schools may be viewed here.

If the school itself cannot resolve a complaint, those concerned can refer the matter to the Secretary of State for Education. 

The LA and the Local Government Ombudsman (LGO) will accept complaints directly from young people and their parents or carers about: 

  • school transport services;

  • special educational needs;

  • school admissions;

  • permanent exclusions from a school;

  • children who are out of school.

Our school aims to be fair, open and honest when dealing with any complaint. We give careful consideration to all complaints, and deal with them as swiftly as possible. We aim to resolve any complaint through dialogue and mutual understanding. In all cases, we put the interests of the child above all else. We provide sufficient opportunity for any complaint to be fully discussed, and then resolved. 

The complaints process  

Informal Stage

It is normally appropriate to communicate directly with the member of staff concerned. This may be by letter, by telephone or in person by appointment, requested via the school office. Many concerns can be resolved by simple clarification or the provision of information and it is anticipated that most complaints will be resolved by this informal stage.

In the case of serious concerns it may be appropriate to address them directly to the Headteacher (or to the Chair of the governing body, if the complaint is about the Headteacher).

Parents who are uncertain about who to contact, please seek advice from the School office or the Clerk to the governing body.

Formal Stage

If the concern or complaint is not resolved at the informal stage parents may choose to put the complaint in writing and pass it to the Headteacher, who will be responsible for ensuring that it is investigated appropriately. If the complaint is about the Headteacher, the complaint should be passed to the Clerk to the governing body, for the attention of the Chair of the governing body.

Review Stage

Any review of the process followed by the School will be conducted by a panel of three members of the governing body. This will usually take place within ten school days of the receipt of the request to review.

The review will normally be conducted through a consideration of written submissions, but reasonable requests to make oral representations will be considered sympathetically.

Final stage

If you are not satisfied with the response from the governing body you can contact the Secretary of State for Education via the DFE Helpline on 0370 000 2288.

The School’s full complaints procedure may be viewed here.

Don’t lose sight of your objective. You’re trying to get something to change.