Complaints Procedure

At King’s Cross Academy, we work in close partnership with families and value open, respectful communication. We aim to resolve concerns quickly and fairly, and most issues can be addressed informally by speaking with your child’s class teacher or another appropriate member of staff.

If you feel that a concern has not been resolved, you can make a formal complaint using the Academy’s Complaints Procedure.

Raising a Concern

In the first instance, we encourage you to speak to your child’s class teacher, who will work with you to understand and resolve the issue.

If the matter cannot be resolved in this way, or you feel it would be more appropriate to speak to someone else, please contact the school office, who can direct your concern to the appropriate member of staff.

Making a Formal Complaint

If your concern remains unresolved, you can use our formal complaints procedure. This sets out the stages for considering and responding to complaints, including:

Stage 1: Formal consideration of your complaint by the appropriate member of staff.

Stage 2: Formal consideration by the Headteacher.

Stage 3: Review by a panel of the Board of Governors.

Complaints can be made in person, by telephone or in writing, including by email. A complaint form is also available from the school office if you would like help setting out your concerns clearly.

Our Commitment

We take complaints seriously and are committed to handling them fairly, consistently and respectfully. We will:

• acknowledge your complaint promptly;
• investigate concerns fairly and thoroughly;
• respond within the timescales set out in our procedure; and
• keep you informed throughout the process.

If you remain dissatisfied after completing the Academy’s complaints procedure, the policy explains the further routes available to you.

For full information, including timescales and how each stage of the process works, please read our Complaints Policy on our Policies & Information page.