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Buckland Road,
Chessington, Surrey,
KT9 1JE 0208 397 2006 admin@castlehill.rbksch.org

Castle Hill Primary

Castle Hill Primary

Complaints

The majority of issues raised by parents, or pupils, are concerns rather than complaints. We are a busy, hardworking Academy which strives to balance the needs of all and in doing so we acknowledge that, at times, some individuals may feel upset or aggrieved. It is for this reason that we actively support and encourage matters to be dealt with informally as this allows the Academy to deal with matters promptly minimising lost time and avoiding unnecessary hostilities.

The Academy is committed to taking concerns seriously, at the earliest stage, in the hope of keeping the number of formal complaints to a minimum and without recourse to formal procedures. However, in those few instances where this is not possible, then the Academy’s formal complaints procedure should be used.

The prime aim of the Academy’s policy is to resolve the complaint as fairly and speedily as possible. Formal complaints will be dealt with in a sensitive, impartial and confidential manner. Before making a formal complaint it is essential that all attempts to resolve matters informally have been exhausted, anyone requiring support or advice with this should contact the academy office and a member of the Senior Leadership Team will be happy to meet with them to discuss this. The formal stages of the complaints procedure, detailed below are to be used only when informal attempts to resolve problems have been unsuccessful.

PDF icon Complains Policy