Complaints policy

Before you complain: a conversation

Most concerns are resolved by an honest conversation with the right person. Please start there: speak to your child's class teacher, or to the school office. Many issues are simple misunderstandings that can be put right within a day. We mean this. We would rather hear quickly than have a problem grow.

What this policy covers

• Any concern about the day-to-day life of the school, the behaviour of a member of staff, or the way a decision affecting your child has been made.
• This policy does not cover: admissions decisions (see Admissions Policy appeals); exclusion decisions (see Behaviour Policy); or matters that are the responsibility of an external authority (e.g. a criminal matter).
• Anonymous complaints are noted but cannot normally be investigated.

Stage 1. Informal: the class teacher

Speak to or write to your child's class teacher. They will arrange a conversation within five working days. Most complaints are resolved at this stage.

Stage 2. Formal: the Head Teacher

If you remain dissatisfied after Stage 1, or your concern is about the class teacher themselves, write to the Head Teacher (office@kingsgrammarschool.com or by letter). Set out clearly: what happened, when, who was involved, what response you are seeking. The Head will acknowledge your complaint within three working days and respond fully in writing within fifteen working days. The response will explain what has been investigated, what has been concluded, and what (if anything) will change as a result.

Stage 3. Appeal: the Chair of Trustees

If you remain dissatisfied after the Head's written response, you may appeal in writing to the Chair of Trustees within fourteen days. The Chair will convene a panel of trustees not involved in earlier stages. The panel will review the complaint, the Head's response, and any further information, and will respond in writing within twenty-eight days. This is the school's final stage.

Timelines & confidentiality

• We aim to acknowledge any written complaint within three working days.
• Where timelines cannot be met (e.g. during holidays), we will write to tell you why and when to expect a response.
• Complaints are handled confidentially, with information shared only with those who need to know to investigate and respond.
• A written record is kept of every formal complaint, the response, and any actions taken.

Complaints about the Head or about a trustee

If your complaint is about the Head Teacher, please address it directly to the Chair of Trustees (care of the school office). If it is about a trustee, address it to the trustees as a body, again via the office.

Vexatious or repeated complaints

We treat every complaint seriously, but reserve the right, in line with good practice, to decline to investigate complaints that are repeated, vexatious, or made in a manner that is abusive towards staff. We will explain in writing if we decide this applies.