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Mendip Green Primary School

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Complaints Procedures

The school’s complaints procedure will tell you what kind of complaints the school will deal with, for example bullying, bad behaviour, the conduct of staff and treatment of pupils. It will also tell you how to complain.


First talk to the class teacher or to the headteacher. If you feel that your complaint has not been dealt with properly you can complain in writing to the school’s governing body.

If you are not satisfied with the response from the school, the Local Government Ombudsman may be able to help you.

The Extend Learning Academies Network (ELAN) is required to have a complaints procedure that meets the standards set out in the Education (Independent School Standards (England) Regulations 2014 Schedule 1, Part 7.

Each academy within ELAN aims to work in partnership with parents and the community and maintain open and positive relationships. Careful consideration will be given to all concerns and complaints and they will be dealt with as quickly as possible. We aim to resolve any complaint through dialogue and mutual understanding and will ensure sufficient opportunity is given for any complaint to be fully discussed, and resolved.


A ‘concern’ may be defined as ‘an expression of worry or doubt over an issue considered to be important for which reassurances are sought’. A complaint may be generally defined as ‘an expression of dissatisfaction however made, about actions taken or lack of action’. Any person, including members of the general public may make a complaint; an academy must not limit complaints to parents or carers of children who are registered at the academy. 




Any queries, concerns or complaints about SEND provision by parents or carers should initially be raised informally, whether by e-mail, letter or a telephone conversation with the school’s SENDCo. The SENDCo will investigate and use reasonable endeavours to follow up with the parent/carer within five school days from receiving the complaint. If this contact does not resolve the matter, parents/carers should follow the formal process, as set out in our complaints policy and procedure.


You may find speaking with your local information, advice and support service helpful. This body is independent of the local authority and can provide impartial advice about the law on SEND, local SEND arrangements and support for your child’s needs. 


Our Complaints Policy and Whistleblowing Policy are available in the policies section of our website.

To contact the Chair of Governors, please email: or write to Tricia  Brabham at the school postal address. 


To contact Extend Learning Academies Network please call 01934 427134 or email Extend Learning Academies Network Chief Executive Officer: Mr. Adam Matthews.