Complaints
Concerns and Complaints
It is in everyone’s interest that concerns and complaints are resolved at the earliest possible stage. All Saints Academy values its relationship with parents, carers, and our local community and is committed to listening and finding fair and timely resolutions.
We kindly remind you that the Ted Wragg Trust complaints process is not a legal procedure. It is not about proving fault or transferring blame but about working together to resolve issues positively and as early as possible. Our approach is based on fairness, understanding and reconciliation and is guided by administrative law rather than legal process. Whilst we understand that some complaints may be detailed and are being supported by external tools, such as AI, we encourage complaints to remain focused on resolution.
We kindly ask that concerns are shared in a way that supports open and respectful discussion. Many issues can be resolved informally, without the need to use the formal stages of the complaint's procedure. We also welcome suggestions and comments outside the formal process as they help us make improvements.
The difference between a concern and a complaint
| CONCERN | COMPLAINT |
|---|---|
|
An expression of worry or doubt over an issue considered to be important for which reassurances are sought and a resolution is found at school level |
An expression of serious dissatisfaction of previous concerns not resolved at school level and initially raised with the head teacher |
Thank you for helping us keep the process positive and solution focused.
The school is now organised by Year group, not House group, for our pastoral care. This means that you should contact your child’s Year Leader in the first instance, for any issues where you may have previously dealt with Heads of House.
Year 7: Ms Cunningham - email: [email protected]
Year 8: Ms Messenger - email: [email protected]
Year 9: Mr Owen - email: [email protected]
Year 10: Ms Dickins - email: [email protected]
Year 11: Mrs Bird - email: [email protected]
You have used the above approaches and wish to take the matter further please now contact the Pastoral Lead to escalate the concern
Mr Lucas is the KS3 Leader (Years 7-9) email: [email protected]
Miss Hugh is the KS4 Leader (Years 10-11) email: [email protected]
If you have still not had an appropriate response please contact our Director of Culture
Finally, if you have used all the above stages please contact the Headteacher. Please note that you are likely to reach a resolution faster by using the above stage first. The Head may only respond if the above stages have been fulfilled
Submit a Complaint
After you have completed these stages and you still wish to submit a formal complaint please the PDF below for information on this process and use this link to submit your complaint.
Please see the below extracts from the policy with relation to timelines
Complaint Process Timeline
There is an expectation that complaints would be resolved at school level and that mediation would take place to build trust in any breakdown in relationships between the complainant and the school. If the complaint escalates through the formal complaint stages set out in the Complaints Policy, the time span would range between 10 school days through to 80 school days.
