Concerns and Complaints
It is in everyone’s interest that concerns and complaints are resolved at the earliest possible stage. St Luke's C of E School values its relationship with parents, carers, and our local community and is committed to listening and finding fair and timely resolutions.
We kindly remind you that the Ted Wragg Trust complaints process is not a legal procedure. It is not about proving fault or transferring blame but about working together to resolve issues positively and as early as possible. Our approach is based on fairness, understanding and reconciliation and is guided by administrative law rather than legal process. Whilst we understand that some complaints may be detailed and are being supported by external tools, such as AI, we encourage complaints to remain focused on resolution.
We kindly ask that concerns are shared in a way that supports open and respectful discussion. Many issues can be resolved informally, without the need to use the formal stages of the complaint's procedure. We also welcome suggestions and comments outside the formal process as they help us make improvements.
The Government has published some guidance for parents on making complaints which we hope you will find useful Parents Guide to School Complaints.
The difference between a concern and a complaint
| CONCERN | COMPLAINT |
|---|---|
|
An expression of worry or doubt over an issue considered to be important for which reassurances are sought and a resolution is found at school level |
An expression of serious dissatisfaction of previous concerns not resolved at school level and initially raised with the head teacher |
Thank you for helping us keep the process positive and solution focused.
Our Communication Commitment
We are committed to ensuring that when you contact the school you get a timely response from the right person to help you. Here is how we can do that together.
If you have a safeguarding concern
Please contact the schools safeguarding lead via this email [email protected]
If you are Whistle blowing - you have a concern you would like to report
Please contact the Trust on our Whistle blowing email [email protected] to report a concern.
Head of Year
Y7 – Mrs Oonagh Tooze
Y8 - Miss Vickie Sincock
Y9 -Mrs Justine Brealey / Mrs Hannah Bvumbura
Y10 -Mr Ashley Hollis
Y11 - Mr Mat Kelly
Head of Department
English - Mrs Ellie Cox-Davies
Maths - Mr Lindsay Coren
Science - Miss Darianne Sherwin
Art and Design - Mr Keith Horwood
ICT - Mr Marc Jaremi
Visaul and Performaing Arts - Mr Keith Horwood
Languages - Dr Lucie Emmett
History & Life to the Full - Mr Joe Greenhalgh
Life to the Full - Mr Joe Greenhalgh
Head of PE - Mr Marcus Pritchard
Subject Lead Dance - Mrs Lynzy Holt
Subject Lead Hospitality and Catering - Miss Lucinda Baines
Subject Lead Health and Social Care - Mrs Jess Robson
Subject Lead Geography - Mr Nic Haynes
Subject Lead RE - Ms Caitlin Wilson
Subject Lead Music - Mr Simon Munkley
Submit a Complaint
If you have completed the initial stages and still wish to submit a formal complaint, please refer to the information below about the process. Use this link to submit your complaint.
Complaints policy can be viewed here > Complaints Policy
Please see the below extracts from the policy with relation to timelines
Complaint Process Timeline
There is an expectation that complaints would be resolved at school level and that mediation would take place to build trust in any breakdown in relationships between the complainant and the school. If the complaint escalates through the formal complaint stages set out in the Complaints Policy, the time span would range between 10 school days through to 80 school days.
