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

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 Carter - Y7
  • Assistant Headteacher: Mr Tierney - Y8
  • Assistant Headteacher: Mrs Rose - Y9
  • Assistant Headteacher: Mrs Nye - Y10
  • Head of School: Mr English - Y11

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

View Our Complaints Policy

Overview of the formal Complaints Procedure

 At every stage of the formal procedure, the handling of the complaint will be:

  • non-adversarial
  • swift (using agreed time limits)
  • fair (using independent investigation where necessary)
  • confidential

 Throughout the process, the school will be willing:

  • to listen
  • to learn
  • 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:

  1. Stage 1 Complaint heard by a member of staff (not the subject of the complaint).
  2. Stage 2 Complaint heard by the headteacher.
  3. 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.