Concerns and Complaints

Working Together for the Best Outcomes

At BVPS, we believe that open and positive communication between home and school is key to every child's success. We understand that, from time to time, questions or worries may arise for parents. Our aim is to address these promptly, with care and respect, ensuring your voice is heard and your child’s needs remain at the centre of all we do.

Understanding Concerns and Complaints

It’s natural to have questions or occasional worries about your child’s education. Whether you have a concern, a worry or doubt you’d like reassurance about, or a complaint, we invite you to share these with us. We welcome feedback as an opportunity to improve and strengthen our partnership with families.

Our Approach: Listening and Responding

Most issues can be resolved informally, and we encourage you to speak to us as soon as possible so we can work together to find a solution. Our staff are approachable and will treat your concerns with respect and confidentiality. If a matter needs further attention, we will guide you through our clear and supportive complaints procedure.

How to Raise a Concern or Complaint

If you have a concern, please speak to your child’s class teacher first. Most worries can be sorted straight away in-person or with a call.
If you feel your concern hasn’t been resolved, you can contact a member of the senior leadership team who will look into the matter further.
If your concern or complaint requires further attention beyond the class teacher, Mrs Swift, Deputy Head, may handle the matter before it is referred to Mrs Yates, Headteacher.
For formal complaints, our full complaints procedure is available on the school website below or from the school office. We will support you at every stage and keep lines of communication open throughout.

The CLEAR Approach

C – Categorise: Let us know what the issue is so we can help in the right way.
L – Listen: We will give you the time to share your concern fully.
E – Explore: Together, we will look at what has happened and what might help.
A – Act: We’ll agree next steps and keep you informed.
R – Review: We check that the matter has been resolved to your satisfaction.

Timescales for Responses

We will acknowledge your concern within 3 school days
We aim to respond fully within 10 school days for initial concerns (Stage 1)
For more formal complaints (Stage 2), we will respond within 15 school days
If more time is needed, we will keep you updated with a new timescale