Complaints Procedure

From time to time, children, parents and others connected with the school, will become aware of matters which will cause them concern. To ensure that all of these matters are resolved in an effective manner,  the Governing Committee has adopted a complaint procedure.

The procedure was devised with the intention that it will:

  • Usually be possible to resolve a matter in an informal manner.
  • Be non-adversarial and provide confidentiality for all parties.
  • Allow any forthcoming matters to be dealt with in a swift manner.

How should I contact the school?

In the first instance we would ask that parents and carers make an appointment with their child’s class teacher to attempt to resolve the problem in an informal discussion. If after meeting with your child’s teacher you feel that the issue remains unresolved, we ask that you make an appointment to meet with a member of the Senior Leadership Team. Parents with concerns about SEND support, should contact the SENCO or SEND Guardian.

If you feel that the complaint is of a formal nature, we ask that you make an appointment with the Headteacher to discuss your concerns. Once a complaint has been received we aim to resolve the matter promptly and ensure that a suitable outcome is reached.

If for any reason you feel that your complaint has been unfairly handled or an issue has not been resolved satisfactorily then we would invite you to write a letter to the Chair of the Governing Committee:

Mrs Alex Johnson (Acting Chair)
c/o Poppleton Ousebank Primary School
Main Street
Upper Poppleton
York YO26 6JT

or email:

Our Commitment

The school is committed to listening to our parents, carers and children and their concerns. We will do our utmost to investigate your complaint and respond in a timely fashion. We may not always get it right every time but we are always willing to listen and improve the experience for all community members. In line with our commitment to build a caring and supportive environment for staff, pupils, parents and visitors, we ask that all visitors behave in an appropriate manner when interacting with staff.

Please bear this in mind when contacting the school.

Complaints over the previous academic year

The school did not received any formal complaints during the academic year 2020/21.

To see Hope Sentamu Learning Trust’s Complaints Procedure, please visit our Policies page.