Compliments and Complaints
It is important for parents/carers and other individuals to let us know when we have got it right so we can celebrate our successes. If you would like to highlight a success please do let us know by emailing or contacting a member of staff or contacting our communications officer: Roisin O'Regan - firstname.lastname@example.org
Have a look at some of the positive feedback our students have received from community partners: ourladys.hackney.sch.uk/communitypartners
Our Lady’s High School aims to work with parents/carers in the best interests of the students. Concerns and complaints will be given careful consideration and will be dealt with fairly and truthfully.
Any concerns should be handled if at all possible, without the need for formal procedures. Nearly all concerns or questions can be resolved very quickly and informally if parents/carers feel able to voice them as soon as they arise. Those with concerns are encouraged to contact the school and speak with:
Form Tutor or Head of Year
A more urgent or serious concern should be addressed to a senior teacher:
Assistant Headteacher: Mr Dave Carter - Y7 & 8
Assistant Headteacher: Mr Declan Tierney - Y9
Deputy Headteacher: Mr Daniel Smith - Y10 & 11
Assistant Headteacher: Mr Dan Earnshaw - Y12 & 13
The existence of a complaints procedure should not be seen as a way of undermining efforts to resolve a concern informally. The formal complaints procedure will need to be used where initial attempts to resolve the issue have been unsuccessful and the person raising the issue remains dissatisfied and wishes to take the matter further. Our full Complaints Policy and Complaints Record Form is available on our Policies page: CLICK HERE .
Overview of the formal Complaints Procedure
At every stage of the formal procedure, the handling of the complaint will be:
swift (using agreed time limits)
fair (using independent investigation where necessary)
Throughout the process, the school will be willing:
to admit mistakes
to apologise if appropriate
to address any issues raised
to change school practice if appropriate
Outline of the Procedure
There are three stages to the formal procedure:
Stage 1 Complaint heard by a member of staff (not the subject of the complaint).
Stage 2 Complaint heard by the headteacher.
Stage 3 Complaint heard by Governing Body’s Complaints Appeal Panel
If unsatisfied at Stage 1 or 2, the complainant can take the complaint to the next stage.