Handling Complaints
We care about what you think
The policy of this School is to work in partnership with parents/carers and the wider community. We try hard to do our best for all our pupils/students. Your views help us plan for the future. We like to know when things are going well. We also want parents/carers to tell us about their worries, concerns or complaints as soon as possible. It is much easier for the school to sort out a recent problem than something that happened some time ago.
Our commitment to you
- We will deal with your concern or complaint in a professional manner.
- It will be looked into thoroughly, fairly and as quickly as possible.
- We will keep you up-to-date with what we are doing.
- We will apologise if the school has made a mistake.
- We will tell you what we are going to do to put things right.
What to do first
If you have a concern about anything we do you can tell us by telephone, in person or in writing. If any of these are difficult for you, a friend or advocate can speak to the school on your behalf. Most concerns or complaints will be sorted out quickly either by putting things right or by explaining the School’s actions to you. If you do not feel that your concern has been resolved through this initial informal route, please follow the Complaints Procedure below.
Try to go to the member of staff involved or your child’s form tutor or head of year who will either deal with your issue or pass you on to someone who is more able to help.
Please remember that it may be difficult for a member of staff to deal with your concern immediately due to teaching commitments so they will ring you and/or make an appointment as soon as they can.
In considering concerns or complaints, the School will ensure that they are dealt with effectively and with fairness to all parties. Where possible, complaints will be resolved informally. Where a complaint has not been resolved informally, then the formal procedures will be followed in line with the Trust's Complaints Procedure. Where your concern or complaint is considered sufficiently complex or serious, the school may choose to investigate formally from the outset.
Dealing with vexatious complaints
Complaints about SEND provision
If you have a concern about SEND provision this should be raised, in the first instance, with our SENCo, Miss Sophie Watts, who can be contacted at s.watts@lavington.wilts.sch.uk If you feel this has not been resolved to your satisfaction, please follow the school's complaint procedures above.
The parents of pupils with disabilities have the right to make disability discrimination claims to the first-tier SEND tribunal if they believe that our school has discriminated against their children. They can make a claim about alleged discrimination regarding:
- Exclusions
- Provision of education and associated services
- Making reasonable adjustments, including the provision of auxiliary aids and services
