Complaints
"Guide us O God to be the best we can be; in every thought, in every word and every deed."
At St Mary's, we are committed to working positively with parents, carers and members of the wider community. We recognise that, from time to time, concerns may arise regarding the school, its operation, the Headteacher, members of staff, the Governing Body or individual governors. We welcome feedback and are committed to resolving concerns fairly, promptly and respectfully.
We encourage concerns to be raised as early as possible so that they can be resolved informally wherever possible. Most concerns can be addressed quickly through discussion with the relevant member of staff.
If you wish to raise a concern or make a complaint, a copy of the school's Complaints Policy and Procedure is available below or from the school office.
Our complaints procedure follows four stages:
- Stage 1: Informal concern
- Stage 2: Formal written complaint
- Stage 3: Referral to the Complaints Committee
- Stage 4: Referral to the Department for Education (where appropriate)
It is very important to the school and Governing Body that complaints are resolved at the earliest opportunity with a satisfactory outcome for all parties. We therefore ask that concerns and complaints are raised through the school's complaints procedure.
In considering concerns or complaints, the school will ensure that they are dealt with effectively, thoroughly and fairly. Anonymous complaints will not normally be investigated.
When dealing with your complaint, we will:
- Deal with your complaint honestly, courteously and confidentially.
- Investigate the matter thoroughly, fairly and as promptly as possible.
- Keep you informed of progress throughout the process.
- Listen carefully to your concerns and consider all relevant information.
- Acknowledge and apologise where mistakes have been made.
- Explain any actions taken to resolve the matter and prevent recurrence where appropriate.
We ask that all communication with school staff remains respectful and courteous throughout the complaints process. In return, we are committed to treating all complainants with the same respect and professionalism.
The Headteacher and Governing Body are fully committed to the continuous improvement of our school. We value feedback from parents and carers and will always seek to resolve concerns in a constructive and positive manner.
Please note: Certain matters, including admissions, exclusions, safeguarding concerns, data protection issues and staff grievances, are dealt with under separate statutory procedures. Further information can be found in the school's full Complaints Policy and Procedure.
Complaints Policy and Procedure 2026-2027
(Download below)
