complaints

At the Lincoln Saints Federation, we are committed to working in partnership with parents and carers. We welcome feedback and aim to resolve concerns quickly, fairly and informally wherever possible.

If you feel that something is not as it should be, please contact us so we can work together to resolve the issue. 

Most concerns can be resolved by speaking directly with your child’s class teacher or the member of staff involved. We encourage parents and carers to do this as a first step.

If the issue cannot be resolved informally, or if you feel it is more serious, you may choose to make a formal complaint.

Formal complaints should be made to the Headteacher (unless the complaint is about the Headteacher), via the school office. Complaints can be made:

• in person
• in writing (preferably using the school’s complaint form)
• by telephone

The school will acknowledge your complaint in writing within 5 school days.

The Headteacher will:

• clarify the nature of the complaint and the outcome you are seeking
• investigate the complaint, which may include speaking to those involved
• keep written records of the investigation

A formal written response will be provided within 15 school days of receiving the complaint. If this is not possible, you will be informed of the reason and given a revised response date.

The response will explain:

• how the complaint was investigated
• the decision reached and the reasons for it
• any actions the school or The Lincoln Saints Federation will take

You will also be advised how to escalate the complaint if you remain dissatisfied.

Complaints about the Headteacher or a member of the Governing Body

These should be made to the Clerk to the Governors, via the school office. A suitably skilled governor or independent investigator will manage Stage 1.

If you are dissatisfied with the outcome of Stage 1, you may request that your complaint progresses to Stage 2.

Requests must be made within 10 school days of receiving the Stage 1 response by writing to the Clerk to the Governors, via the school office.

Stage 2 will be heard by a Complaints Committee made up of at least three impartial governors who have had no prior involvement in the matter. Where this is not possible, independent governors will be appointed.

The Clerk will:

• acknowledge receipt of your request within 5 school days
• aim to arrange the meeting within 15 school days

You may be invited to attend the meeting and may bring a friend or relative for support. The committee may also decide to consider the complaint using written submissions only, where appropriate.

The Complaints Committee may:

• uphold the complaint in whole or in part
• dismiss the complaint in whole or in part

A written decision, explaining the outcome and reasons, will be provided within 5 school days of the meeting. This decision is the final stage of the school’s complaints procedure.

If you believe the school has not followed the published complaints procedure, or has acted unlawfully or unreasonably, you may refer your complaint to the Department for Education after completing Stage 2.

The Department for Education does not re‑investigate complaints but considers whether correct procedures were followed.

Contact details:

Department for Education

Piccadilly Gate

Store Street

Manchester

M1 2WD

Telephone: 0370 000 2288

Website: www.education.gov.uk/contactus