Tell us what you think

Listening to learn

We will deal with concerns and complaints promptly and fairly.
We will keep them as confidential as possible without risking harm to a child.

1. You have a comment, compliment, or suggestion? Talk to us or email admin@fans.waltham.sch.uk
2. You are the parent or carer of a child in our school? Give feedback about us on Ofsted's Parentview website.
3. You have a concern or a complaint? Read on...

Step 1:

Whatever it is you want to say, talk to your child's Key Person.

They’re not around? Talk to someone else in the teaching team.

Or talk to one of the admin team in the office.

Step 2:

Sometimes there's a staff member you don't want to talk to. That's OK. When this happens, Helen (the Executive Headteacher) will ask you to talk to another member of staff.

Sometimes a member of staff who is directly involved feels they can't deal with the concern. Helen will ask you to talk to another member of staff. They might be more senior and they might not be. The important thing is that they can think clearly and be impartial.

Sometimes steps 1 and 2 don’t work. The next stage is to make a formal complaint.

Stage 1:

Read through our Complaints Policy and Procedure. You can read it online. You can also ask for a hard copy from the school office. 

Write to Helen to explain the situation.

• use the online Formal Complaint Form
• download it at the bottom of this page
• get a paper copy from the office.

You can also write your own letter or email. Put ‘Private and Confidential’ on the envelope or subject heading.

Ask if you'd like help doing any of this.

Within 5 school working days Helen contact you to tell you she's got it. She'll start investigating straight away.

Helen will probably invite you to a meeting. When this happens, you can bring a friend or relative with you. Helen may have someone there too.

After the meeting, we will write to you. Our letter will set out what's happened and what we will do.

Stage 2:

You might not be happy with how Stage 1 has turned out. Please write to the Clerk of Governors. Put ‘FAO Clerk of Governors, care of FANS’ on the envelope or email subject heading. The Clerk will arrange a meeting for you and the Governing Body’s Complaints Committee. The aim of the meeting is to resolve the situation.

Problem with our procedures:

Department for Education: You might think we haven't followed our own procedures properly. You can refer your complaint to the Department for Education.

• Online: gov.uk complain to DfE form
• Phone: 0370 000 2288 (lines are open 8am to 6pm, Monday to Friday).
• Write: Department for Education, Piccadilly Gate, Store Street, Manchester, M1 2WD.

Not happy after Stage 2:

Ofsted: Maybe you think we haven't  dealt with your complaint. Contact Ofsted directly.

• Phone: 0300 123 1231 (8am to 6pm, Monday to Friday).

Concern is about child safety:

Safeguarding: Are you worried that how a member of staff behaves is putting a child at risk? Please talk to one of our Designated Safeguarding Leads. Their photos are on the walls. Read more about how you can help children safe.

We record and monitor all incidents of a racist, bullying, or sexist nature. This follows London Borough of Waltham Forest policy.

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Wrongdoing or danger?

Anyone in our school community might suspect wrongdoing or danger to do with any of the Schools' activities. Please follow our Whistleblowing Policy. Read it on the Our Policies page of this website.

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