Complaints
At Shinewater Primary School we try our best to ensure that the needs of all our children, parents/carers and staff are met and that our school is a safe and happy place for all. However, we do recognise that at times concerns can arise, or mistakes are made, and we ask that these are brought to our attention as soon as possible to allow us time to investigate an incident or problem and resolve the issue.
Problems sometimes arise from misunderstandings which can be easily addressed. Most concerns and complaints can be sorted out quickly by speaking with a member of staff.
If you feel you have not been able to resolve an issue, then we have a clear complaints procedure for you to follow.
Our Complaints Policy clearly describes the procedure and provides timelines.
The Trust Governance Officer can be contacted via hello@swale.at or at:
Swale AcademiesTrust
Ashdown House
Johnson Road
Sittingbourne
ME10 1JS
Summary of Complaints Procedure
Stage One Informal
In the first instance, the matter should be discussed directly with the member of staff concerned.
Stage Two Complaint
A formal complaint should be made in writing by completing the Stage 2 Complaint Form for the attention of the Headteacher, via the school office (swp-office@swale.at);
Shinewater Primary School, Milfoil Drive, Langney, Eastbourne, East Sussex, BN23 8ED
Stage Three Complaint
Complaints very rarely reach this level. If not resolved, the complaint should be made in writing by completing the Stage 3 Complaint Form, within 10 school days of the decision at Stage 2. The complaint should be addressed to the Executive Headteacher via the Trust Governance Officer at the Trust Office*.
Stage Four Final Complaint Stage - Appeal Hearing of the Trust Complaints Panel
Complaints at this stage should be made via the Trust Governance Officer for the attention of the Chief Executive Officer (CEO) within 10 school days of the decision at Stage 3. It must be set out why you are unhappy and what you wish to see happen. You should write to the Trust Governance Officer at the Trust Office*.
*(hello@swale.at); Swale Academies Trust, Ashdown House, Johnson Road, Sittingbourne, Kent ME10 1JS.