Complaints Resolution

It is in the interests of everyone that complaints are resolved at the earliest possible stage. Many issues can be resolved informally, without the need to follow formal procedures. Schools will take informal concerns seriously, and will make every effort to resolve the matter as quickly as possible.

However. there will be occasions when complainants want to raise their concerns formally. In those cases, the DEMAT Complaints Policy, which is published on the school’s website, must be followed. This can be accessed here.

Where you cannot achieve resolution of your complaint at school level, you should report the complaint to the Trust’s Central Team via complaints@demat.org.uk

A member of the Trust’s Central Team may support the complainant to articulate their complaint to the school or school governors, depending on the stage of their complaint.

As the DEMAT School Complaints Policy states, during exceptional circumstances, such as full or partial school closures, timescales contained in the policy may be suspended.