How to make a Complaint
Step One If you are not happy about something, or you do not understand why we are doing something in a particular way, please come into school and discuss it. We have trained staff who will be happy to discuss issues with you in your own home if you would prefer. If the person you speak to cannot help you, then you should speak to a member of the Leadership Group, Assistant, Deputy or Headteacher. It is best to make an appointment through the School Secretary in order to make sure the person you wish to speak to is available. It should be possible to address your concerns but sometimes this is not possible. In this case there is a next step. 
Step Two If you are not happy with how your complaint has been dealt with informally, you can complain formally in writing. A form to help you do this is available from the school office. The form should be sent to the Chair of Governors. The Chair will arrange for your complaint to be investigated and within 10 working days you will be informed of the progress and what will happen next. You may be invited along to a sub-committee of the School Governors to present your case. When your complaint has been fully investigated, you will be told of the outcome in writing. Most complaints are the responsibility of the Governing Body of the school and will be resolved by them.  A small number of complaints cannot be resolved by this process. 

Concerns and Complaints
Highfield School aims to do the best for all of our pupils.  Any comments you have will be helpful to us to ensure that we achieve our aims. 
We all like to hear praise about our work and any compliments will be very welcome, but equally if you have a problem and want to complain, we want you to tell us about it. There may be something that concerns you. If this is so, please do not hesitate to contact us.
Sometimes a phone call or a visit to discuss your concerns will resolve the problem or put right something that has been bothering you.  If you are dissatisfied about the way your child is being treated or any action, or lack of action, by us, please let us know your concerns. 
What we will do if you do complain 
· We will deal with your complaint honestly, politely and in confidence
· We will look into your complaint thoroughly and fairly
· We will deal with your complaint more quickly if it is urgent
· At each stage we will keep you up to date with progress
· If we have made a mistake we will apologise
· We will tell you what we are going to do to put things right