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Making a Complaint

No-one likes to receive criticism but an open organisation will always be willing to listen to concerns and anxieties and be ready to learn from them if appropriate. In a school, most concerns are likely to be expressed by parents of its pupils, though some may come from pupils themselves, parishioners, or from other interested parties such as neighbours or users of the premises.

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No-one likes to receive criticism but an open organisation will always be willing to listen to concerns and anxieties and be ready to learn from them if appropriate. In a school, most concerns are likely to be expressed by parents of its pupils, though some may come from pupils themselves, parishioners, or from other interested parties such as neighbours or users of the premises.

In a Catholic School, parental concerns are of particular importance. As the first educators of their children, parents have a duty to take an active interest in their school. “Since parents have given children their life, they are bound by the most serious obligation to educate their offspring.” To this end, “there must be the closest co-operation between parents and the teachers to whom they entrust their children to be educated. In fulfilling their task, teachers are to collaborate closely with the parents and willingly listen to them.” In a Catholic School, therefore, dealing with parental concerns will be an intrinsic part of the School’s ethos and mission. In addition, terms of reference for Governing Bodies now include the legal obligation to “be open about the decisions they make and the actions they take and in particular to explain their decisions and actions to interested parties”. (The Education (School Government) (Terms of Reference) (England) Regulations 2000). Thus a climate of openness and partnership is essential.

Nearly all concerns or questions can be resolved very quickly and informally if parents feel able to voice them as soon as they arise. Obviously, the more information the School gives to the parents the less scope there is for misunderstanding. As part of this information, parents could be told that feedback is always welcome and that, therefore, they are warmly encouraged to voice any concerns straightaway, preferably to the person concerned. In most cases, discussion, explanation, further information – or an apology if appropriate – will resolve the issue. Every effort should be made to allay concerns at this level and with the least possible formality. The ideal is that no concern should ever become a formal complaint.