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Complaints

Concerns and Complaints

At Mawnan CE VA Primary School, we want every child to feel safe, valued and supported to flourish. We work hard to build positive relationships with families, and we recognise that there may be times when you have a concern or feel that something has gone wrong.

Please tell us when this happens. Raising a concern gives us the opportunity to understand your experience, address difficulties and improve our practice. We welcome feedback and take concerns and complaints seriously.

Our Commitment to You

When you raise a concern or complaint, we will:

  • Listen carefully and treat you with courtesy and respect.

  • Consider the information fairly and keep an open mind.

  • Explain the next steps and the timescales that apply.

  • Handle information sensitively, sharing it only where necessary.

  • Acknowledge mistakes and take appropriate action where needed.

Your child will not be treated less favourably because you have raised a concern or made a complaint.

Raising a Concern

Many concerns can be resolved through an early conversation with the member of staff most closely involved. For matters relating to your child’s learning or everyday school experience, this will usually be their class teacher.

Please contact the school office to arrange a suitable time to talk. This allows us to give your concern the time and attention it deserves.

It is helpful to explain what has happened, how it has affected you or your child, and what you would like us to consider. You do not need to have every detail before contacting us, and you should not delay raising something that is worrying you.

Making a Formal Complaint

If your concern remains unresolved, or you wish to make a formal complaint, please follow our Complaints Procedure, available below or from the school office.

The procedure explains:

  • How and to whom you should submit your complaint.

  • How complaints about the headteacher or governors are handled.

  • The stages of investigation and response.

  • The timescales and options available if you remain dissatisfied.

  • Which matters are covered by a separate procedure.

If you need help accessing the procedure or setting out your complaint, please contact the school office. We will discuss the support or reasonable adjustments you may need.

Urgent Concerns About a Child’s Safety

If you believe a child may be at risk of harm, please contact the school immediately and ask to speak to the Designated Safeguarding Lead. Do not wait for the complaints process.

Our Christian values of compassion, honesty and respect guide how we listen and respond. We ask everyone involved to communicate respectfully, keeping children’s wellbeing at the centre of the process.

Complaints Procedure July 2025.pdf