Concerns and Complaints

Working Together to Support Your Child

At The Rose Learning Trust, we believe that positive relationships between parents, carers and staff are essential to helping children succeed.

Most concerns can be resolved quickly through open and respectful communication. In fact, many issues begin as a question, misunderstanding or worry rather than a formal complaint. We encourage parents and carers to speak with their child's school as soon as a concern arises so that we can work together to find a solution.

Our aim is always to listen, understand concerns and resolve issues fairly, professionally and as quickly as possible

Is It a Question, Concern or Complaint?

Before raising an issue, it can be helpful to consider what outcome you are seeking.

Our Commitment to You

When you raise a concern or complaint, we will:

• Listen carefully and respectfully.

• Take concerns seriously.

• Investigate matters fairly and impartially.

• Respond within the timescales set out in our Complaints Policy.

• Explain our findings and decisions clearly.

• Use feedback to improve our services where appropriate

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The Best Place to Start

Step 1: Contact the Appropriate Member of Staff

Depending on the nature of your concern, this may be:

• Your child's class teacher

• Other appropriate member of staff such as your child's teaching assistant

Many issues can be resolved through an informal discussion, meeting or telephone conversation. Our policy aims for concerns to be resolved as early as possible and, where possible, within 10 school days.

Tips for Raising Concerns Effectively

To help us investigate and respond appropriately:

• Explain what happened and when.

• Tell us who was involved.

• Explain how the situation has affected your child.

• Let us know what outcome you are hoping for.

• Keep communications respectful and focused on the issue.

These approaches often help achieve a quicker and more positive resolution.

What Can Make Resolution More Difficult?

We understand that emotions can be high when concerns involve your child. However, concerns are often resolved more effectively when:

• Communication remains respectful.

• School staff are given time to investigate.

• Concerns are raised directly with the school rather than through social media.

• New information is shared promptly.

• The school's complaints process is followed.

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If Your Concern Is Not Resolved

If you remain dissatisfied following informal discussions, you may submit a formal complaint.

Our formal complaints process consists of four stages:

• Stage 1 - Informal concern raised with the appropriate member of staff.

• Stage 2 - Formal complaint investigated by the Headteacher or an appropriate senior leader.

• Stage 3 - Formal complaint reviewed by the Chair of Governors.

• Stage 4 Complaint considered by a Complaint Panel.

A copy of our Complaints Policy, including full timescales and procedures, is available on the policies page of our website.

Frequently Asked Questions

How quickly should I raise a concern?

We encourage concerns to be raised as soon as possible so that they can be investigated effectively. Generally, complaints should be raised within three months of the issue occurring.

Should I contact governors first?

Normally, no. Concerns should first be raised with the appropriate member of staff. Escalation should only occur if the issue remains unresolved.

Can I raise my concern on social media?

We ask parents to raise concerns directly with the school. Issues discussed publicly are often harder to investigate and resolve fairly.

What if I still disagree after the school's process is complete?

Once all stages of the complaints procedure have been completed, parents may refer concerns about the handling of the complaint to the Department for Education (DfE).

Working Together

We value feedback and welcome opportunities to improve. By raising concerns early, speaking directly to the right person and working together respectfully, most issues can be resolved quickly and positively, ensuring that the focus remains where it belongs: on achieving the best outcomes for every child.

Independent Advice for Parents

We understand that raising a concern about your child's education can sometimes feel difficult. If you are unsure whether you have a question, concern or formal complaint, independent guidance is available from Parentkind. Parentkind is a national charity that supports parents and carers to engage positively with schools and navigate school-related concerns effectively.

Their free Parent Guide to School Complaints can help you:

• Understand the difference between feedback, concerns and complaints.

• Identify the right person to contact.

• Communicate your concerns clearly and constructively.

• Understand when escalation may be appropriate.

• Work towards a positive resolution that supports your child.

Download Parentkind's free Parent Guide to School Complaints:
https://www.parentkind.org.uk/parent-guide-to-raising-concerns-with-your-childs-school

Please note that Parentkind provides general guidance and does not replace the trust's own complaints procedure. If you wish to make a formal complaint, please refer to our Complaints Policy.