Complaints

At Shinewater Primary 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 can arise, or mistakes are made, and we ask that these are brought to our attention as soon as possible to allow us 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 speaking with a member of staff.

If you feel you have not been able to resolve an issue, then we have a clear complaints procedure for you to follow.

A link to the complaints policy is below which clearly describes the procedure and provides timelines.

Summary of Complaints Procedure

Stage One Informal

Expression of concern made to the school.

Stage Two Complaint

Complaint raised formally in writing to the Headteacher/Head of School

Stage Three Complaint

Complaints very rarely reach this formal level, but should you need to, you may make a formal complaint via the Trust Governance Officer for the attention of the Director of Primary

Stage Four Final Complaints 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

The Trust Governance Officer can be contacted via hello@swale.at or at

Swale Academies Trust
Ashdown House
Johnson Road
Sittingbourne
ME10 1JS