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Complaints

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What If I want to make a complaint?

We hope that we can deal with complaints quickly and positively. We have a complaints policy that you can refer to should you feel that your complaint is not being dealt with.


Mission Statement

St. Paul’s is a voluntary aided Church of England School for children aged 3 to 11.

St. Paul’s Primary School is first and foremost a Church of England foundation which strives to offer all pupils, staff, parents/carers and friends the experience of a living, caring and worshipping community.

We aim to work in partnership with family and parish communities, complementing and supporting all on their faith journey.

We are concerned with the development of the whole child: spiritually, intellectually, socially, emotionally and physically. Therefore whilst the school provides for a broad and balanced curriculum to meet the needs of pupils of all abilities, a major aim is to enable all pupils to develop an understanding of themselves, of others and of society in general.

We are committed to an equal opportunities policy and will stand firm in the rejection of all prejudice. We strive to develop a community where mutual respect reigns, where value is placed on social and cultural diversity, where personal standards of behaviour and work are high and where all grow to recognise their responsibilities, both to themselves and to others.

The intention of the policy is:

  • All concerns or complaints will be dealt with honestly, politely and in confidence
  • All concerns or complaints will be investigated thoroughly, fairly and as quickly as possible. (Please see Complaints Procedure)
  • The school’s attitude to a pupil will never be affected by a parental/carer complaint
  • All staff will be made aware of this policy and the accompanying procedure
  • Equal rights will be given to the person complained against and the person making the complaint
  • The school will avoid directly involving pupils in a complaints procedure
  • The school will regularly review its system for monitoring concerns and complaints received from parents
  • The school will make every effort to keep to timescales, however some flexibility must be allowed to meet particular circumstances


Advice for Parents/carers:

If you have a concern about anything we do you can tell us by telephone, in person or in writing. If any of these are difficult for you, a friend or adviser can speak to us on your behalf.

Most concerns or complaints will be sorted out quickly either by addressing the issue or by explaining the school’s actions to you.

Try to go to the member of staff involved or your child’s class teacher who will either deal with your issue or pass you onto someone who is more able to help.

Please remember the beginning or end of the school day can be a very busy time. If you talk to a teacher at these times, for practical reasons, it may not be possible to sort things out there and then. Be ready for the teacher to say she or he will telephone you or see you as soon as possible. This is because we want to give your worries the attention they deserve. You should not be asked to wait more than a week and often she or he will discuss things with you much sooner.

If you have already told us about a concern but are not satisfied with how we have responded, you may wish to make a complaint.

We have a complaints procedure to make sure we respond to complaints in the best possible way. Our aim is to resolve complaints as quickly and as effectively as possible.

The complaints procedure will tell you exactly what will happen and how long it should all take.


Complaints Procedure

These stages are in line with guidelines provided by Southwark Diocesan Board of Education.

Informal Stage

Discussion of concerns with class teacher.

If not satisfied parents/carers may ask to discuss concerns with the Headteacher. An appointment can be made via the school office – 02077034896.

If still not satisfied parents/carers may make a formal complaint in writing to the Headteacher. If they wish, parents/carers may complete a Complaints Form, available from the office, in preference to a letter.

Formal Stage

On receipt of a formal complaint the Headteacher will investigate.

The Headteacher will notify the outcome of the investigation to the parents/carers, saying that if they are not satisfied, they may send a written complaint to the Chair of the governing body.

The Chair of the governing body will then investigate.

The Chair will send a written summary of findings to parents/carers together with his/her decision.

If the parents/carers are not happy with the Chair’s decision they may ask for the matter to be referred to the governing body’s Complaints Committee.

Following a referral by the Chair of Governors, the Complaints Committee considers the complaint by listening to all parties involved, and reaches a decision; the parents/carers are informed of the decision. The committee’s decision is final.

Some matters, such as Safeguarding (child protection), are the responsibility of the Local Authority rather than the governing body. The Headteacher will clarify this for parents/carers during discussion in the Informal Stage.

Please refer to the complaints policy in the Policies section. Here you will find a complaints form that you can use.


What if I am worried about my child being bullied at school?

At St. Paul’s, bullying in not tolerated and we work hard to eliminate bullying as quickly as possible. School leaders carefully monitor behaviour and record and respond to any instances of bullying that are flagged up by pupils. The charity, Kidscape, are working with us to both train staff to understand and to support groups of children to both recognise and know how to respond appropriately to bullying.

Please contact the school if you concerned about this.


Anti- Bullying policy

We all have the right to be treated with respect and fairness and we should treat others how we would like to be treated.

Adults should show children how to treat others with respect.

At St. Paul’s we celebrate differences and diversity and we challenge stereotyping and prejudice.

We all work together at St. Paul’s and do not tolerate any form of bullying.

Bullying is behaviour that is physically and/or emotionally harmful to all involved. It can lead to low self-esteem, low confidence, depression, anxiety and physical harm.


What bullying/harassment looks like

Physical; pushing, punching, pulling hair, knocking/barging into, hitting, kicking, beating someone up and ganging up on someone, bending fingers back, biting, head-butting, twisting skin and wrists.

Verbal; name calling, insults, offensive language, making fun of someone, talking/gossiping about others, threats, threatening call, text messages or notes and sexual comments, racist comments, cussing, looking someone up and down, mimicking them.

Indirect; refusing to work with someone, excluding or moving away from someone in an obvious way, pestering, following, looking at a person in a threatening way, stealing or taking and hiding or damaging property/belongings, looking people up and down, kissing your teeth, rolling your eyes, cutting your eyes and staring at people to try to unsettle them.