Working together
to resolve issues
At the CLF, we believe that strong relationships between families
and schools are essential to supporting every child’s education
We want all parents and carers to feel confident that concerns will be
listened to, taken seriously and resolved as quickly and fairly as possible.
This guide explains how to raise concerns and complaints in a simple,
transparent way – based on the Cabot Learning Federation
Complaints Policy.
02 Parent Guide to School Complaints
Understanding your concern
Before making a complaint, it can
help to identify what type of issue
you have:
• Feedback – You want to share your
views and be heard.
• Concern – You are worried and
would like an explanation or
reassurance.
• Complaint – You are dissatisfied
with an action or decision and
are seeking a formal response or
resolution.
We encourage concerns to be raised
early so they can be resolved quickly
and informally where possible.
For concerns around homework,
friendships, behaviour or general
day-to-day concerns, speak to your
child’s Tutor or classroom teacher.
They are usually best placed to
support with anything that directly
involves your child’s daily school
experience. They know your child
best and can usually sort things
quickly.
For concerns around bullying, any
additional support you think they
may need or repeated behavioural
issues, take your concern to your
child’s Pastoral Leader (this will vary
in each academy, but will usually be
Head of College or Head of Year)
or classroom teacher in Primary
settings. These Pastoral Leads
have oversight across classes and
coordinate support if required.
For whole school concerns such as
safeguarding, health and safety,
school policies or staff conduct, or
if previous steps taken as above
haven’t worked, then you should
follow the complaints process.
Parent Guide to School Complaints03
Formal Complaint (Academy Level)
• Submit your complaint in writing
to the Academy Complaints
Coordinator. There is a form
included as part of the Complaint
Policy. Complainants are
encouraged to use the form
provided within this policy to
ensure all relevant information is
captured, including any actions
taken prior to submission, and
to outline the outcome they are
seeking, enabling a more efficient
and effective resolution process.
(If you would prefer a paper form,
contact the Academy who can
provide one for you)
• The academy will investigate and
provide a written response.
STAGE
1
The complaints process
The Cabot Learning Federation operates a three-stage complaints
procedure, starting informally wherever possible.
Informal Resolution – when you want to share your views and be heard
• Raise your concern directly with the academy via the Academy Complaints
Coordinator, details can be found within the Academy Complaints Policy
available on the Academy website. The Complaints Coordinator will ensure
your concerns are looked into by the most appropriate colleague
• Discussions may take place in person or by phone.
• Many issues can be resolved quickly at this stage.
If the concern is not resolved within 30 school days, or you remain
dissatisfied, you can move to Stage 1.
What to expect:
• Acknowledgement within
3 school days.
• A response within 30 school
days (where possible).
The outcome may be:
• Upheld (in full or part)
• Not upheld
• Not substantiated
(insufficient evidence)
04 Parent Guide to School Complaints
Panel Hearing
• If still dissatisfied, request a
panel hearing within
10 school days.
• A panel of Academy Councillors
will review the complaint.
What to expect:
• Panel arranged within around
20 school days.
• Final written decision issued
(typically within 20 school days).
The panel decision is final within
CLF procedures.
• If you remain dissatisfied with
any elements of the complaint,
you can escalate to stage 2,
within 10 school days of receipt
of the Stage 1 outcome.
• Submit your complaint to the
CLF Governance Team via email:
Governance@clf.uk
• A member of the Executive
Team will review the Stage 1
process and outcome.
What to expect:
• Acknowledgement within
3 school days.
• A review outcome within
15 school days.
This stage reviews how the
complaint was considered at
stage 1, ensuring that the
investigation was thorough, fair
and carried out in line with the
complaints procedure.
STAGE
3
Executive Review (Academy Level)
STAGE
2
Parent Guide to School Complaints05
How to raise your complaint effectively
To help resolve your issue quickly:
• Start local – speak to the person closest to the issue first.
• Be clear and factual – include dates, names and key details.
• Stay constructive – focus on resolving the issue.
• Keep records – note who you contacted and when.
• Explain what outcome you want – this helps schools respond effectively
Timescales for raising complaints
• Complaints should usually be raised within 3 months of the incident.
• Late complaints may still be considered in exceptional circumstances.
Possible Outcomes
CLF aims to resolve complaints positively. This may include:
• An explanation or clarification
• An apology
• A review or improvement of procedures
• Actions to prevent the issue happening again
If you remain dissatisfied
Once all CLF stages are complete, you may contact external bodies such as
the Department for Education if you believe the correct process has not been
followed.
06 Parent Guide to School Complaints
Maintaining positive relationships
We understand that complaints can be stressful. However, respectful
communication is essential to resolving issues effectively.
Unreasonable behaviour (e.g. abusive or threatening conduct) may lead to
communication restrictions or other action.
Need help?
If you need support making a complaint or completing the complaints form,
your academy or the CLF Governance Team can assist you.
Contact: Governance@clf.uk
Working together for the best outcomes
By following this process, parents and schools can work together
to resolve concerns fairly, strengthen relationships and keep the
focus on what matters most – your child’s education.
Parent Guide to School Complaints07
Cabot Learning Federation,
Federation House, King’s Oak Academy,
Brook Road, Kingswood, Bristol, BS15 4JT
0117 2446230 info@clf.uk www.clf.u
