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Welcome to St Francis Catholic Primary School

‘Recognising Christ in Everyone’

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Complaint Procedures


The difference between a concern and a complaint; a ‘concern’ may be defined as ‘an expression of worry or doubt over an issue considered to be important for which reassurances are sought’. A complaint may be generally defined as ‘an expression of dissatisfaction however made, about actions taken or a lack of action’.


It is in everyone’s interest that complaints are resolved at the earliest possible stage. Many issues can be resolved informally, without the need to invoke formal procedures.


The school has defined procedures for handling complaints so don’t be embarrassed if you feel an issue warrants more attention – complaints policy and procedures please see below.


Informal Concerns

It is natural that parents may, occasionally, be concerned about an aspect of their child’s education or welfare at school. This could include issues concerning the school’s approach to aspects of the curriculum, homework, behavioural problems or any other issue.

The school welcomes enquiries from parents about any matter. Teachers and staff will explain the school practices, policies, and how they affect the pupils. The vast majority of concerns will be handled by the class teacher or by the subject leader if this is more helpful. If in doubt, keep asking until you are completely satisfied as all staff are eager to help.


The usual format is to speak to the child’s class teacher in the first instance, or to contact the school office to arrange an appointment to discuss your concern with whoever you wish. At all times the staff will help to resolve a problem.  In the spirit of true partnership between home, school and community, if you are still concerned and wish to talk to a member of the leadership team, please make contact personally or through the school office or if you prefer you can complete a feedback/concern form.  We take these informal concerns seriously and make every effort to resolve the matter as quickly as possible.


Compliments are always welcome and very encouraging to teachers and staff. The school encourages positive feedback or opinions from pupils and parents. In practice this dialogue is continuous, sometimes directly and also indirectly, for example, through the annual questionnaires. It may not always be possible to act immediately but pupils and the school always benefit so please don’t hold back.