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School Complaints Procedure

What do I do if something goes wrong?

We want to resolve concerns quickly and fairly. Please follow the steps below.

Step 1: Speak to Us

If you have a concern:

  1. Speak to your child’s class teacher first.
  2. If the matter is not resolved, speak to the Headteacher.
  • We aim to acknowledge and respond to emails within 1 working day.
  • Most concerns can be resolved quickly at this stage. We aim to resolve informal concerns within 15 school days.
  • Concerns should normally be raised within 3 months of the incident.
  • If the matter is not resolved, you may move to a formal complaint.

Step 2: Formal Complaint

If you remain dissatisfied:

  • Complete the Leaf Trust Complaints Form (see below – printed copies are available at the school office)
  • Submit it to the school office (for the attention of the Headteacher and Clerk to the Local Governing Body).

At this stage:

  • our complaint will be acknowledged within 5 school days.
  • An investigation will be carried out by a nominated individual (this may be a member of the Local Governing Body, depending on the nature of the complaint).
  • You may be invited to a meeting.
  • A written response will normally be issued within 25 school days of receiving your complaint.

If you remain dissatisfied, you may request a panel review.

Step 3: Complaints Panel

If you are not satisfied with the Stage 2 outcome:

  • You must write to the Clerk to the Trustees within 10 school days of receiving the Stage 2 response.
  • Email: complaints@leaftrust.co.uk

A Complaints Panel will be arranged. This panel:

  • Includes members of the Local Governing Body and/or Trustees
  • Includes at least one independent member
  • Has had no prior involvement in the complaint

The panel will review all evidence and issue a written decision. This is the final stage of the school’s complaints process.

Complaints that follow a different process

Some matters have their own statutory procedures and are not handled under the Complaints Policy. These include:

  • Admissions appeals
  • Exclusions or suspensions
  • SEND statutory assessments (EHCP process)
  • Safeguarding or child protection concerns
  • Data protection or Freedom of Information requests

Please see the full Complaints Policy (below) for details.

Expectations of Conduct

We understand that concerns can be emotional. However, we expect all communication to remain respectful.

Abusive, threatening, persistent or vexatious behaviour may result in action under the Trust’s Code of Conduct.