We encourage good communication between parents and our settings. On rare occasions, we may disagree with one another, often as a result of miscommunication on either or both sides. When you feel something isn't right, we urge you to talk to us so that we can try to resolve it together. We hope you never have to make a complaint, but if you do, please follow the information below so that it can be resolved as smoothly as possible. 

Sharing a Compliment 

We also love to hear when things have gone well! If a member of staff, a class, or the wider school community has made a real difference to your child, please do let us know. Compliments and kind words mean a huge amount to our staff and are shared with them directly. 

You can share a compliment in the same way you'd raise a concern, by speaking to a staff member, contacting the school office, or emailing us directly, whichever feels easiest for you. 

Complaints Procedure 

We are committed to resolving concerns and complaints fairly, respectfully and as quickly as possible. Most issues can be addressed informally through discussion with the relevant member of staff, and we encourage parents, carers and members of the public to raise concerns at the earliest opportunity. Complaints can be made by any individual about the services or facilities provided by the Trust or its schools.  

Our complaints procedure has four stages: 

Stage 1: Informal Resolution 
Most concerns can be resolved through discussion with the appropriate member of staff, such as a class teacher, year leader or senior leader. We will seek to understand the issue and work towards a satisfactory resolution.  

Stage 2: Formal Complaint 
If the issue remains unresolved, a formal complaint can be submitted in writing using the rename link Stage 2 complaint form school's complaint form. An investigation will be carried out by an appropriate senior leader and a written response will be provided.  

Stage 3: Review 
If you remain dissatisfied with the outcome, you may request a review by the Chair of the Local Governance Advisory Body (or an appropriate senior Trust reviewer where applicable). The reviewer will consider the complaint independently and provide a written decision.  

Stage 4: Complaints Panel Hearing 
Where a complainant remains dissatisfied following the review stage, they may request that the complaint is heard by an independent complaints panel. The panel will consider all the evidence and provide a final written outcome.  

We aim to acknowledge formal complaints within three school days and will keep complainants informed throughout the process. Full details of each stage, including timescales and complaint forms, can be found in our Complaints Policy. If, after completing all stages of the procedure, you remain dissatisfied, you may refer the matter to the Department for Education.  

Why Can't I Just Speak to the Headteacher or Trust CEO? 

In our experience, the vast majority of issues are easily resolved by the class teacher, since they spend the most time with your child at school. They should always be your first point of contact for any concerns. 

For further information, please view the full Complaints Policy or email our dedicated complaints email at complaints@gatewaytrust.org