Our objective at Bonneygrove and Millbrook Primary Federation is to provide a safe, kind and welcoming environment for students and staff.  We recognise that these aspirations can only be achieved by the wholehearted commitment and support of the whole school community.  Occasionally, situations will occur which prevent the fulfilment of those aims and give cause for complaint.

In order to bring any such occurrences to a speedy and satisfactory conclusion, the school has adopted a Complaints Procedure, based on Hertfordshire's advice.

It is important that complaints are raised at the earliest possible opportunity to enable the matter to be dealt with speedily and effectively.   An early informal approach is often the best means of resolution of minor problems. The Department for Education expect complaints to be made at the earliest opportunity and consider three months to be an acceptable timeframe to lodge a complaint.

When should I complain?

Many issues can be resolved by speaking to the right member of staff first. A concern or complaint can be made in person, in writing or by telephone, and can also be made by someone acting on your behalf (with consent).

Timescales: Complaints should normally be raised within 3 months of the incident (or within 3 months of the last incident, if a series of related issues). Complaints made outside term time are treated as received on the first school day after the holiday.

Step 1: Raise a concern informally first

Concerns should be raised with the most appropriate member of staff, such as:

• Your child’s Class Teacher

• A Key Stage Lead

• A Head of Year (where applicable)

If the issue remains unresolved, the next step is to make a formal complaint.

Please do not approach individual governors to raise concerns or complaints, as governors cannot act on an individual basis and it may prevent them from being involved later if a complaint progresses.

Step 2: Stage 1 Formal Complaint (Headteacher investigation)

If your concern is not resolved informally, you can submit a formal complaint at Stage 1. Formal complaints should be made to the Headteacher via the School Office (unless the complaint is about the Headteacher).

What happens next:

• The Headteacher will acknowledge receipt within 3 school days.

• The Headteacher will investigate and provide a formal written response within 10 school days of receiving the complaint (or will update you with a revised date if this is not possible).

If your complaint is about:

• the Headteacher: write to the Chair of Governors via the School Office (marked Private and Confidential).

• the Chair of Governors / an individual governor / the Governing Body: write to the Clerk to the Governing Body via the School Office (marked Private and Confidential).

• the majority/whole Governing Body: Stage 1 may be handled by an Independent Investigator.

Step 3: Stage 2 Formal Complaint (Governors’ Complaints Panel)

If you are dissatisfied with the Stage 1 outcome, you can request escalation to Stage 2. Stage 2 is a Governor Panel Hearing and is the final stage of the school’s complaints process.

Key points:

• You must request Stage 2 within 10 school days of the Stage 1 response.

• The Chair of Governors (or Clerk, if relevant) will acknowledge your request within 3 school days.

• The school will aim to arrange the panel hearing within 20 school days of receiving your Stage 2 request (or keep you informed if this is not possible).

• The panel is made up of 3 impartial governors with no prior involvement (sometimes including external governors if needed).

• Stage 2 considers the complaint already investigated at Stage 1 — it is not an opportunity to raise new complaints.

After the hearing, you will receive the panel’s written outcome.

If you still feel unhappy after Stage 2

If you believe the school did not handle your complaint properly, or you are being prevented from completing the procedure, you can contact the Department for Education using the official service:
https://www.gov.uk/complain-to-dfe

Ofsted also advises completing the school’s complaints procedure before contacting them:
https://complain.ofsted.gov.uk/

Support to help you make a complaint

We will make reasonable adjustments to support accessibility (for example, help putting your complaint in writing or holding meetings in accessible locations).

If you would like independent help, the model policy signposts to a free advocacy service:

POhWER (advocacy support)
Telephone: 0300 456 2370
Text: send “pohwer” with your name and number to 81025
Email: pohwer@pohwer.net

Hertfordshire advice (complaints support)

Hertfordshire Grid for Learning also provides guidance for school-based complaints. If you need further information, you can contact the HCC Complaints Manager:
Telephone: 01992 556169
Email: cs.complaints@hertfordshire.gov.uk

Contact the school

If you would like to discuss a concern or need support with the complaints process, please contact:

Bonneygrove Primary School
Telephone: 01992 307900
Contact page: https://www.bonneygrove.herts.sch.uk/contact-us