We pride ourselves on being happy thriving schools, but we are aware that from time to time you may have an issue or a concern you would like to discuss with a member of staff.

In order to ensure that your problem is dealt with in a timely and efficient manner, we have a structured framework that we follow.

Should you find yourself with a concern, then please in the first instance, contact your child’s class teacher. If they are not available or you would prefer not to speak to them then please send an email to concerns@stmartinsepsom.school giving a brief outline of the issue. We aim to acknowledge all concerns within two working days.

We will then ensure that the best placed person is informed and will endeavour to make sure your concern is dealt with accordingly.

FAQ

“I have spoken to the class teacher and now I want to speak to one of the Co Headteacher's because I’m not happy with the outcome.”

If you have met with the class teacher and are not happy with the result of the meeting, we will then arrange a meeting with the year group leader. Please see our complaints policy and procedure on our policies page to see how our complaints structure works.

“How long will it take for you to get back to me?”

Each case is dealt with individually and thoroughly investigated. Concerns dealt with at the informal stage could mean that you will get a response within 1 or 2 working days from the class teacher or year group leader. Should your concern or complaint not have been resolved your matter will go to stage one of our complaints procedure and will be dealt with by our Executive Leadership Team which may or may not be one of the Heads of Schools. This can take a matter of days or weeks. In line with our Complaints Policy we will always respond to your concern within 15 working days.

“What should I do if I have a Safeguarding concern”?

Please put your concern in writing to dsl@stmartinsepsom.school and this will be addressed by one of the school’s safeguarding leads.

“Will my complaint be confidential?”

All staff are fully aware of the need of confidentially. Your case will only be shared with the members of staff that need to be involved.  In line with GDPR any communication regarding an issue may be kept on file.