Complaints Policy

OUR COMPLAINTS PROCEDURE

We urge parents/carers to contact us at their earliest convenience if they are unhappy with any aspect of their son/daughter’s education.

We much prefer to understand concerns, find solutions together, and build relationships that will serve a child throughout their education with us.

For this reason, the informal raising of concerns can often be the best way to first alert us to a problem.

Informal Complaints

Informal complaints or concerns can be raised by telephone, email, in writing or in person. Please email office@trinityhigh.net citing the name of the member of staff who the correspondence is directed to and the nature of the issue. We will then endeavour to respond within 24 hours with at least acknowledgment of the correspondence.

If you are unsure of the name of the person you should contact, please call the school and they will be able to help you.

Formal Complaints

Formal complaints, to the Headteacher should always be made in writing.

Before doing so, please do make sure you have read this page fully and are familiar with our complaints procedure, which is available to read by clicking here (link to complaints policy).

Our Complaints Procedure “Ladder”

Below is what we have found to be the best steps to both notify us of, and resolve, any complaints you may have.

We encourage all parents and carers to begin at the first stage, only moving up to the next stage if you remain dissatisfied with the resolution in place.

Stage Who To Contact
1
  • Form Tutor for pastoral or behaviour issues
  • Subject Teacher for subject specific issues
2
  • Mr Thomas or Ms Baker for subject or progress related issues in years 9,10 and 11.
  • Mr Petit, Mr Brannan or Mrs Packett for subject or progress related issues in years 12 and 13
  • Mrs Green for behaviour and pastoral issues in Years 9,10 and 11.
  • Mr Petit, Mr Brannan or Mrs Packett for behaviour or pastoral issues in years 12 and 13
  • Mrs Walford for SEND related issues; all year groups
  • Mrs Hannan for Safeguarding issues
3
  • Headteacher of the School – Mr Ford
4
  • Governing Body

What to expect

Our complaints policy provides more detail on timescales and methods of investigation. However, we strive to listen carefully to complaints and to work through them with families in order for suitable resolutions to be found.

Whenever possible we hope to speak to the concerned parties face to face so we can better understand the nature of the issue and the outcomes desired.

Important point to note

When families work through the complaints procedure laid out above it enables us to best understand an issue and ensure that the concerned parties are involved in a resolution.

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