How to Communicate with the School

Concerns & Complaints – Quick Guide for Parents

Working Together for Your Child

We want to resolve concerns quickly, fairly and respectfully. Most issues are sorted fast by speaking to the right person early.

If something is worrying you — please tell us. We are here to help.

Step 1 — Is it a Concern or a Complaint?

Concern

You want clarification, reassurance or help solving a problem.

Complaint

You are unhappy about something that has happened (or not happened) and want it formally reviewed.

We encourage concerns to be raised informally first, unless the issue is serious (for example safeguarding or legal concerns).

Step 2 — Start by Talking to School (Informal Stage)

Please contact in this order:

1️⃣ Form Tutor or Class Teacher
2️⃣ Head of Year
3️⃣ Senior Leader

Most concerns are resolved at this stage quickly and positively.

You can contact us by:
• Face to face meeting
• Email
• Phone or video meeting
• Open door or parent clinic sessions

Staff usually aim to respond within 48 hours.

Step 3 — Helpful Support for Parents

Before making a formal complaint, we strongly recommend reading the ParentKind guide:

👉 ParentKind Guide to School Complaints
ParentKind Guide

This guide helps you:
✔ Structure your concern clearly
✔ Understand school processes
✔ Get faster resolutions

Step 4 — Making a Formal Complaint

If the issue is not resolved informally, you can make a formal complaint using the Trust complaints system.

Our policy can be reviewed here Complaints Policy

👉 Companion Complaints System
aylesford-school@inbox.educationcompanion.com  

Using Companion ensures:
✔ Your complaint is logged correctly
✔ It reaches the right person quickly
✔ You receive updates during the investigation
✔ There is a clear record and timeline

Formal complaints may be redirected to Companion if sent another way.

Step 5 — What Happens Next?

Stage 1 — School Review

Senior Leader / Headteacher review
Response usually within 10 school days

Stage 2 — Trust Review

Executive Headteacher review
Response usually within 10 school days

Stage 3 — Appeals Panel

Final Trust stage

If you still feel the process was not followed correctly, you can contact the Department for Education.

Important Things to Know

Time Limits

Complaints should normally be raised within 3 months of the issue.

Confidentiality

We protect personal information and cannot share details about other students or staff actions.

Some Issues Use Different Processes

For example:
• Admissions appeals
• EHCP decisions
• Exclusion appeals

Top Tips for Quick Resolution

✔ Raise concerns early
✔ Be clear and factual
✔ Tell us what outcome you hope for
✔ Keep copies of emails
✔ Ask for a meeting if needed

Our Commitment to You

We will:
• Listen
• Be fair and respectful
• Investigate properly
• Learn and improve where needed

Our shared goal is always the best outcome for your child.