How to raise a concern

Working Together to Resolve Concerns With Compassion & Respect

Guided by Our Catholic Mission

Everything we do in Catholic education is to ensure that every child we teach and every person we work with has the opportunity to realise their own calling and become the best version of themselves. Our aim is to enable potential with the highest-quality provisions, to go out into the world and make our unique contribution for the greater good of all God’s people here on Earth. This is particularly important for the children, who are at the start of their journey to fulfil their calling and only get one chance at experiencing high-quality provision in school.

Our Approach to Concerns and Complaints

While the Trust recognises the need for a clear and structured complaints process, all formal complaints will be managed in a manner consistent with our Catholic ethos, seeking resolution and reconciliation for all involved.

In keeping with the Trust’s values and ethos, all complaints will be approached in a spirit of respect, dignity, and reconciliation. While the Trust seeks to work collaboratively with families and stakeholders to resolve concerns wherever possible, it will not tolerate behaviour that undermines the wellbeing of pupils, staff, or governors. The Trust remains committed to acting fairly, compassionately, and in the best interests of its school communities at all times.

The Xavier Catholic Education Trust has developed a policy to enable parent/carers of pupils attending our schools, to raise a concern or complaint relating to the operation of its school or the Trust itself. The Trust is committed to resolving concerns in a manner consistent with the Department for Education and Ofsted guidance.

 

If something goes wrong

Your child’s experience is very important to us. We want to ensure your child is happy at school. If you feel something has gone wrong, we want to work with you to resolve this.

Who can make a complaint?

Our policy only applies to parents or carers of children currently at one of our schools. If you are not a parent or carer, you can still get in touch, but we will consider your concerns outside of this policy.

The difference between a concern and a complaint

A concern may be defined as “an expression of worry or doubt over an issue considered to be important, for which reassurance is sought.”

A complaint may be defined as “an expression of dissatisfaction, however made, about actions taken or a lack of action.”

All matters will start as a concern. It is in everyone’s interest that concerns and complaints are resolved at the earliest possible stage. The Trust takes all concerns seriously and will make every effort to resolve matters as quickly as possible.

How to raise a concern or make a complaint

In the first instance, a concern will be raised directly with the school. If the issue remains unresolved, you may choose to make a formal complaint. Please ensure that you have read the Xavier Complaints Policy in its entirety as it will guide you through the process and assist you.

If you are not satisfied following raising your concerns with the school, you can find more details on how to raise a concern or make a complaint within the Xavier Complaints Policy, which is saved under Operational Policies.