At our school, we want every parent and carer to feel welcomed, listened to and supported. Most questions or concerns can be resolved quickly through a simple conversation and we are committed to working in partnership with families to achieve the best outcomes for every child. 

This page explains the easiest ways to raise a concern, what you can expect from us and how we aim to resolve issues as quickly and positively as possible. 

The Best Way to Raise a Concern 

Step 1 — If something is worrying you, please speak to a member of staff as soon as possible. We are committed to being visible, approachable and easy to talk to. 

You will regularly see members of our Senior Leadership Team (SLT) on the playground at the start and end of the school day. They are always happy to speak with you informally or arrange a time to talk in more detail. 

You can also speak directly with your child’s class teacher, who knows your child best. If you need a quick chat, teachers are usually available at the end of the school day once all children have been safely dismissed. 

If you would prefer a longer conversation or you would like to speak with the Headteacher, you can make an appointment via the school office, and we will arrange a convenient time. 

Our aim is to make early conversations as easy and comfortable as possible, so small concerns do not grow into bigger worries. 

If you need more support  

Step 2 — If your concern relates to a wider issue or you feel you need further help after speaking with your child’s class teacher or a member of staff, the school office will help you connect with the most appropriate member of the team. 

This may be: 

• a member of the Senior Leadership Team (SLT) 

• the SENDCO for any SEND‑related concerns 

• your child’s class teacher if additional detail or follow‑up is needed 

Our aim is always to support you in a calm, clear and constructive way so we can resolve your concern as quickly and positively as possible. We will listen carefully, gather information where needed, and work with you on the best next steps. 

If the issue continues  

Step 3 — If you feel that your concern has not been resolved informally, you may choose to make a formal complaint. 

We ask that formal complaints are made in writing and addressed to the Headteacher. 

👉 View our Complaints Policy - Policies | Arundale Primary School

What You Can Expect From Us 

When you raise a concern, we will: 

• Listen carefully and without judgement 

• Seek to understand your perspective 

• Take your concern seriously 

• Respond as quickly as possible 

• Be honest about what we can and can’t do 

• Explain any steps we need to take, and why 

• Treat you with respect and dignity 

• Keep matters confidential and professional 

We know that raising a concern about your child can feel emotional. We are here to support you. 

How Long Will It Take? 

We aim to: 

• Acknowledge your initial enquiry within 2 school days 

• Resolve informal concerns within 2 school days, wherever possible 

• Explain clearly if additional time or information is needed 

• Keep you updated throughout 

How School Processes Work Behind the Scenes 

Sometimes delays or additional steps are necessary. To help you understand our processes, here’s what may be happening: 

• Staff may need time to speak to your child or other staff involved 

• Teachers are in class during the day and may only respond after teaching hours 

• Some matters require senior staff input or safeguarding checks 

• We may need to review records or speak with external professionals 

• We aim to provide clear information as soon as we have a full picture 

We share this so that you know we are taking your concern seriously, even if you don’t hear back immediately. 

Frequently Asked Questions 

1. What counts as a concern? 

A concern is anything that is worrying you about your child’s experience at school — big or small. You do not need to wait until something becomes serious before speaking to us. 

2. Do I need to put concerns in writing? 

No. 

Most concerns are best raised in person or by phone so we can talk them through with you quickly. Written complaints are only needed if the issue becomes formal. 

3. Who should I contact first? 

Where possible, start with your child’s class teacher. 

If they are not the right person, we will make sure your concern reaches the appropriate staff member. 

4. How quickly will someone respond? 

We aim to acknowledge your message within 2 school days and usually respond sooner. 

If your concern is urgent, please call the school office directly. 

5. What if I’m unsure who to speak to? 

Don’t worry — contact the school office and they will guide you to the right person. 

6. Will raising a concern affect how my child is treated? 

No. 

Your child will always be treated with fairness, kindness and respect. Raising a concern is part of normal school–parent partnership. 

7. What if my concern is about a member of staff? 

We will handle this sensitively and professionally. 

Your concern will be directed to the appropriate senior member of staff, following our safeguarding and complaints procedures. 

If You Still Need to Make a Formal Complaint 

If you feel that your concern has not been resolved informally, you may make a formal complaint. 

👉 Read our Complaints Policy - Policies | Arundale Primary School

We’re Here to Help 

If something is worrying you, please talk to us. 

We value open communication and want every family to feel supported and understood. 

Together, we can make sure your child has the best possible experience at our school.