Complaints
We welcome open and honest feedback at all times. This includes recognising what is working well, identifying where improvements could be made, and raising any concerns as they arise.
All compliments are appreciated and shared with the relevant staff. Any concerns or complaints are taken seriously and handled in line with the Trust’s complaints policy and procedures.
Who can raise a concern or complaint?
You can raise a concern yourself or ask someone to support you. This could be a friend, family member or another representative acting on your behalf.
Where should I start?
It can be helpful to make a few notes before raising your concern. You may wish to include:
• what has happened
• when and where it took place
• who was involved
• whether anyone witnessed the situation
• who you have already spoken to
• what outcome you are seeking
What happens next?
In many cases, concerns can be resolved through an initial conversation with the school. If the matter is not resolved at this stage, a more detailed review or investigation may be required. This will be carried out by an appropriate member of staff within an agreed timeframe. Once the relevant information has been considered, you will receive a written response.
If your concern is upheld, the school will explain what actions will be taken.
What if I am not satisfied with the outcome?
If you remain unhappy, you can escalate your concern by contacting our Trust Central Team here:Contact Inspire Education Trust
A Complaints Panel will then be arranged to review the matter. The panel will consider whether the correct process has been followed fairly and whether the outcome is appropriate. Following this review, the panel will either confirm the original decision or ask the school to reconsider aspects of the case.
What if my concern involves the Headteacher or Governance?
If your concern relates to the headteacher, the Trust Board, a local advisory committee, or an individual member, please contact the Trust Central Team. Your concern will be directed to the appropriate person.
Contact Inspire Education Trust
How long will it take?
We aim to resolve concerns as quickly as possible. Many issues are settled within a few days. Where a formal investigation is needed, this is usually completed within 20 school days. More complex cases that progress through all stages may take longer.
What should I expect?
You can expect your concern to be listened to carefully and treated respectfully. If an investigation is required, reasonable time will be needed to gather and review information. You will be kept informed if timescales change. You will also be told the outcome and the reasons for any decisions made.
Can someone support me?
Yes. You are welcome to have support from a friend, representative or interpreter at any stage if this would help you feel more confident.
What if I am still not satisfied?
If you believe our Trust has not handled your concern appropriately or has failed to meet its responsibilities, you can contact the Department for Education. You should include copies of any correspondence relating to your concern.
Department for Education
Piccadilly Gate
Store Street
Manchester
M1 2WD
Further guidance is available at: https://www.gov.uk/complain-to-dfe
Summary of the process
Stage 1: Informal - Concerns are raised with the school and addressed as quickly as possible through discussion.
Stage 2: Formal - A formal complaint can be submitted in writing, by email, by phone, in person, or through a representative.
Stage 3: Review - If required, the complaint can be reviewed by an independent panel. This is the final stage of the process.
Our Policy
The Complaints Policy can be found on the Policies page. The link below will take you there.
Complaints Policy | Policy Page
Parent Guide to School Complaints
