Victory Primary School

Victory for All

Complaints Procedure

Informal procedure for raising a concern 

Stage 1

If parents/carers have a concern they should start by speaking with their child’s class teacher or teaching assistant. All teachers are on the playground after school each day. While this isn’t a great place to have a private discussion, it gives parents an opportunity to raise any concerns briefly and to arrange a meeting if necessary.

Stage 2

If this approach is not appropriate, if the concern is about the staff member, or if the meeting fails to resolve the concern, the parent/carer should arrange to meet with the child’s senior teacher. If parents/carers are unsure about which staff member is the child senior’s teacher, they should ask at the school office. If a concern relates to bullying or social exclusion, it may also be helpful to ask if the school’s outreach worker  can be present.

Stage 3

If this fails to resolve the issue then it should be raised with the Headteacher, or in her absence, the Deputy Headteacher.

Parents/carers can make an appointment via the school office. When the request for an appointment is made, the office will ask for some background information to allow the Headteacher to prepare for the meeting to ensure a successful outcome wherever possible. Parents/carers can choose to give the information verbally or on a confidential form in a sealed envelope, which the office will provide.

The meeting with the Headteacher aims to identify how the concern can be resolved and the steps which need to be taken. These will be clearly outlined at the end of the meeting and further follow up meetings may be arranged as a result.

Throughout the above stages, class teachers, senior teachers, the Headteacher and/or Deputy Headteacher will keep a brief written record of any conversations or meetings with parents/carers relating to specific concerns, so that these can be referred to, if necessary.

Stage 4 – Official Complaints procedure – Informal Stage

If at the end of this process, the parent/carer feels that the concern has still not been satisfactorily resolved, they should consult the school’s official Complaints Procedure (see below) and follow the steps outlined in the formal Stages.

Formal Complaints Policy

Victory Primary School

Rodney Road, Southwark,

London SE17 1PT

Tel : 02077035722

Email :

© Victory Primary School - 2024

site by letterpress Design Ltd