The Cedars is a listening school

At The Cedars we take pride in our openness, in the quality of our pastoral care and our educational standards.

Communication between school and home is important to us. Parents have daily contact with staff; we welcome them into school each day and they are able to communicate directly, through email or letter, or to telephone.

In addition parents receive written reports, grade cards and they are invited to parent appointments.

We welcome suggestions and any comments from parents.

A regular Newsletter keeps parents informed of what is happening in school.

Our policies are available for parents to see and relevant policies are on our website.

We take seriously any concern or complaint that parents may have and we aim to resolve these matters as quickly as possible. Our hope is that, by having clear and open discussions with parents, concerns and complaints would not arise; however should a parent/ guardian make a complaint the following procedures are in place to resolve the matter as quickly as possible.

We will ensure that:

• Parents know how to make a complaint
• Complaints are dealt with within clear timescales.
• Parents understand that we listen to all complaints and take them seriously.
• We will take appropriate action as necessary and report our findings to parents.

Procedure

1. Where a parent/guardian wishes to raise a concern or make a complaint regarding any matter, they should contact a member of staff, or the Head directly; this can be in person, by letter or email.
2. The complaint will be passed directly to the Head who will aim to resolve the matter by discussion and liaison with all parties.
3. Within 24 hours the Head will gather all information and make an initial response.
4. If the matter is not resolved within 48 hours of the complaint being received, the parents will be invited into school to discuss the matter.
5. The school aims to deal with all complaints as quickly as possible. The length of time for resolving a complaint will depend on the subject matter.
6. Parents will be kept informed [in person, by letter or by email] of the progress in resolving the complaint.
7. If the matter cannot be resolved by discussion with the Head Teacher, the parents/guardians making the complaint will have the opportunity to join a panel on which there is provision for an independent person to be included.
8. The parents/ guardians can be accompanied to this meeting by someone they choose.
9. The panel will establish the full details of the complaint, will make recommendations and these will be given, in writing to the complainant and where appropriate, to the person who the complaint is about.
10. The school will make and keep detailed records of the complaint and any relevant information, its findings and its recommendations and the timescales involved.
11. All matters, correspondence and information regarding the complaint is confidential.
12. In the event of the complaint being against the Head Teacher, members of staff and an independent person will aim to resolve matters.
13. Parents/guardians can contact OFSTED - tel. 0300 123 1231 directly or the school will do so on their behalf.

Details of the number of formal complaints are available from the school office and are available for parents.

Number of formal complaints

There have been no complaints during the academic year, 2009 to 2010