Complaints

Concerns and Complaints

It is in everyone’s interest that concerns and complaints are resolved at the earliest possible stage. The Trust 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 Headteacher.

Thank you for helping us keep the process positive and solution focused.