Understanding Our Process

You can view our full Complaints Policy here.

In line with Department for Education guidelines, we distinguish between a ‘concern’ and a ‘complaint’:

A Concern is an expression of worry or doubt where reassurance is needed.

A Complaint is an expression of dissatisfaction about actions taken (or not taken).

Resolving Issues Early

We believe it is in everyone’s best interest to resolve concerns at the earliest possible stage. Most issues can be solved informally through a conversation, without needing our formal procedures.

We take these informal concerns seriously. Please allow us the opportunity to investigate and rectify the issue by speaking to the relevant staff member first.

Next Steps

If you have discussed your concern with us and feel it has not been resolved, you may proceed to Stage 1 of our formal process by completing this form.