Tell us what you think
Listening to learn
Is there something you are pleased with? Is there something we could do better?
We want to listen to what you have to say
so that we can learn, change, and improve.
Please use these steps to make your voice heard.
We will deal with concerns and complaints promptly, fairly,
and in as confidential a way as possible
without risking harm to a child.
- If you have a comment, compliment or suggestion you can talk to us or email admin@fans.waltham.sch.uk
- If you are a parent or carer of a child on roll in the schools you can give feedback about us on Ofsted's Parentview website If enough parents do this, Ofsted makes the results public.
- If you have a concern or a complaint, please take these steps:
Step 1:
Whatever it is you want to say, talk to your child's Key Person. If they’re not around, talk to another member of the teaching team. You can also talk to a member of the admin team in the office.
Step 2:
If you don't want to talk to a particular member of staff, you don't have to. If this is the case, Mrs Helen Currie (Executive Headteacher) will point you to another member of staff. Also, if the member of staff who is directly involved feels unable to deal with the concern, Helen will point you to talk to someone else. This member of staff may be more senior but might not be. It's more important that they can think about the concern objectively and impartially.
If 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 our Reception offices.
Write to Helen to explain the situation. We have a form you can use. You can also write your own letter or email.
Put ‘Private and Confidential’ on the envelope or subject heading. Ask if you would like help with this. Helen will acknowledge Formal Complaints within 5 school working days. She will start investigating straight away.
Helen will probably invite you to a meeting. If this happens, you can bring a friend or relative with you.
Helen may have someone there too.
After this, we will write to you. Our letter will set out what has happened and what we will do.
Stage 2:
If you are not happy with the outcome of Stage 1, please write to the Clerk of Governors. Put ‘FAO Clerk of Governors, care of FANS’ on the envelope or subject heading. The Clerk will organise for the Governing Body’s Complaints Committee to meet with you. The aim of this meeting is to find a resolution.
Problem with our procedures:
Department for Education: If you think we have not followed our own procedures properly you can refer your complaint to the Department for Education. Do this via their online form. You can also phone them on: 0370 000 2288 (lines are open 8am to 6pm, Monday to Friday) or write to: Department for Education, Piccadilly Gate, Store Street, Manchester, M1 2WD.
Not happy after Stage 2:
Ofsted: If you are not satisfied that we've addressed your complaint, you can contact Ofsted directly. Call them on 0300 123 1231 (8am to 6pm, Monday to Friday).
Concern is about child safety:
Safeguarding: If you are concerned that the behaviour of a member of staff 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.
All incidents of a racist, bullying or sexist nature are recorded and monitored in accordance with London Borough of Waltham Forest policy.
