Concerns, Feedback & Complaints

Concerns, Feedback and Complaints

At Priory School, we work in partnership with families to create a safe, happy and effective learning environment for every pupil. We take all concerns seriously and aim to resolve issues as quickly, respectfully and constructively as possible.

We recognise that, at times, parents and carers may have questions, worries or feel dissatisfied with something that has happened in school. This page explains how to raise an issue, what to expect, and how we work together to achieve positive outcomes.

Before You Make a Complaint

Not every issue needs a formal process. Understanding what type of issue you have can help you get the quickest and most effective support:

Feedback – you want to be heard

If you want to share general views or reflections with the school but do not require a direct response, you are welcome to provide feedback at any time. We value your insights.

Concerns – you want reassurance

These are day‑to‑day worries or questions. Most concerns are resolved informally through discussion with the member of staff who knows your child best.

Complaints – you want action

A complaint is when you are dissatisfied with something done or not done by the school and wish for it to be formally investigated.

Wherever possible, we encourage informal resolution first, as this is often the quickest and most positive way forward.

How to Raise an Issue

1. Speak to your child’s teacher or form tutor

For concerns linked directly to your child’s classroom experience (e.g. homework, friendships, behaviour), please start here. Teachers know your child best and can usually resolve matters quickly.

2. Speak to a middle or senior leader

If the issue involves a wider aspect of school life, or has not been resolved at classroom level, a pastoral or curriculum leader may be the right contact.

3. Contact the Headteacher

For whole‑school issues, serious concerns, safeguarding, health & safety, or matters not resolved earlier, please contact the Headteacher via the school office at info@priory.e-sussex.sch.uk. Complaints about staff (except the Headteacher) should be addressed to the Headteacher and marked 'Private and Confidential'.

4. Contact the Governing Board

If your complaint is about the Headteacher, a governor, or you are not satisfied with the outcome of Stage 1, you may write to the Clerk to the Governing Board requesting consideration under Stage 2 of the Complaints Procedure. All correspondence must be marked 'Private and Confidential.'

The Formal Complaints Procedure

If your concern becomes a formal complaint, Priory School follows a clear, three‑stage process:

Stage 1 – Review by the Headteacher

• Acknowledgement within 5 school days
• Full response within 15 school days

Stage 2 – Investigation by the Governing Board

• Acknowledgement within 5 school days
• Full response within 15 school days
• May include an independent governor where required

Stage 3 – Governing Board Panel

Three impartial governors (or independent governors if needed) review the investigation and meet with you.

• Panel convened within 15 school days
• Written outcome within 10 school days

If, after completing all three stages, you believe the process has not been followed correctly, you may contact the Department for Education (DfE). Details are provided in the outcome letter.

Tips for Raising a Concern or Complaint

Following these principles helps us resolve issues swiftly and constructively:

• Start with the facts: what happened, when, and who was involved
• Stay objective: focus on decisions, processes or events, not individuals
• Be clear about what outcome you are seeking
• Keep a simple timeline of events and conversations
• Follow one step at a time and allow time for the school to respond

What Not to Do

Some actions can delay or complicate resolution:

• Posting concerns on social media
• Using aggressive, abusive or intimidating language
• Targeting individual staff members

• Involving groups or 'crowds' of other parents

• Using covert recordings
• Contacting multiple people at once

Where behaviour becomes unreasonable, the school may pause the complaints process, limit communication methods, or—in serious cases—ban access to the school site.

Where to Find the Full Policy

For full details of the school’s procedures, timescales, roles and responsibilities, please read our Complaints Policy & Procedure.

A complaint form is also available and can be requested from the school office, or can be downloaded via the link below.

We’re Here to Help

We understand that raising concerns about your child can be emotional. Our commitment is to work with you respectfully and transparently, ensuring your voice is heard and matters are resolved in the best interests of your child and our school community.

If you are unsure who to contact or how to start, please reach out to the School Office, and we will guide you.

Further Support and Guidance

A new guide which aims to help parents work with schools to address complaints in a positive and respectful way has been published by the DfE, the charity Parentkind, and Ofsted. This guide has been created by expert partners and led by the Secretary of State for Education to further support parents to follow the school’s complaint procedure. You can download the guide below.