Woodside Avenue, London, N10 3JA

0208 883 6540

St James C of E Primary School

Learning to live, living to learn, learning from Christ

Raising Concerns - how to make a complaint

We believe that our school provides a good education for all our children and that the Head and other members of staff work extremely hard to build positive relationships will all our families.

 As a Church of England school, Christian values are at the heart of all we do.  We value our relationship with parents and all members of our local community.  If you do have a concern we want to know about it so that it can be dealt with immediately.  Most concerns can be dealt with easily and quickly but to ensure all concerns are handled effectively the Governing Body has adopted the LDBS complaints policy and procedure.


The complaints procedure is devised with the intention that it will:

  • Usually be possible to resolve problems by informal means

  • Be simple to use and understand

  • Treat complaints confidentially

  • Allow problems to be handled swiftly

  • Inform future practice so that the problem is unlikely to recur

  • Reaffirm the partnership between parents, staff and governors as they work together for the good of pupils in the school

  • Ensure that the school’s attitude to a pupil would never be affected by a parental complaint

  • Discourage anonymous complaints

  • Actively encourage strong home-school links

  • Ensure that all staff have opportunities to discuss and understand the school’s response to concerns and complaints made by parents

  • Regularly review its system for monitoring concerns and complaints received from parents.


If you have a concern…

we would like you to tell us about it so that we can talk with you and see how best to resolve it.  The majority of concerns can be resolved informally by speaking to a member of staff.  We welcome suggestions for improving our work in the school.  Whatever concern, please know that we shall treat it as strictly confidential.

Be assured that no matter what you wish to share with us, our support and respect for you and your child in the school will not be affected in any way; please do not delay telling us of your concern.  It is difficult for us to investigate properly an incident or problem which is more than a day or two old.

After hearing your concern we will act as quickly as we can; we will let you know the timescale within which you may expect a response.  Please allow time for any action we may take to be effective.  Our procedure is in three stages outlined below:


What to do first

Stage 1 – informal

Please contact your child’s class teacher or appropriate member of staff and arrange a time when you can discuss your concern.  It may be possible for you to see the member of staff straight away but normally it is better to make an appointment so that you can sit and talk things through.  It may be possible to give a response immediately but where any investigation or information is required, a response will be given within five days.


What to do next

Stage 2 – formal

If you are still unhappy, ask for an appointment with Ms O’Brien within 10 days of receiving a response from stage 1.  It is helpful if you can give a brief outline of your concern on the school’s complaints form (click to download/see attached) when you make an appointment.  After your discussion with Ms O’Brien you may have to wait a short time while investigations are carried out.  Every effort will be made to resolve the situation as quickly as possible and we will send you a written response within five school days of your meeting.  If it is not possible to respond within this timescale, we will let you know when you can expect a response.


If you are still unhappy

Stage 3 – formal

The problem will normally be resolved by this stage.  However, if you still have concerns and they have not been resolved you may ask for your complaint to be considered by the Chair of the Governors, Jonathan Gardner and a complaints panel.  The panel will be made up of three members of the Governing Body who have had no prior involvement in the complaint.   You may bring a friend to the hearing if you wish.

The clerk of governors will be responsible for the appointment of the panel and you will be given at least seven days’ notice of the hearing.  The panel will listen to you and any other relevant submissions from interested parties.  It will then deliberate in private and make findings and recommendations.  You, the Head and the Chair of Governors will receive these from the panel within two working days.  If there is a delay, the clerk will inform all parties.

Written records will be kept of all complaints – formal and informal – including whether they are resolved at a preliminary stage or a hearing.  The correspondence, statements and records of complaints are to be kept confidential except where a body conducting an inspection under Section 163 of the Education Act 2002 or Secretary of State requests access to the records or other documents involved in the complaint.


You are able to download our guide to raising a concern here.  If you would like a hard copy of any information found on our website, please contact the School Office and they will be happy to help.