Complaints Policies

We receive very few complaints at St George's.  however when they do arrive, it is vital that they are managed transparently and to ensure a resolution.

Policies below (bottom of the page) are extensive and written using Department for Education best practice for school complaints procedures.

Our complaints policies are reviewed annually by the Governing Body. 

• Last review was November 2025. 
• Policy will be reviewed again in November 2026

 If you have a concern or complaint

We would like you to tell us about it.  We welcome suggestions for improving our work in the school. Be assured that no matter what you are wanting to tell us, our support and respect for you and your child in the school will not be affected in any way. Please tell us of your concern as soon as possible. It is difficult for us to investigate properly an incident or problem which has happened some time ago.

 What to do first to manage a concern or complaint (stage one)

Most concerns can be sorted out quickly by speaking with your child’s class teacher or another key member of staff (office staff, Dragon Club Manager).

 In the first instance we ask that all complaints (unless they are about staff conduct or safeguarding) are taken to the class teacher or Dragon Club manager.

Questions, queries or initial complaints can be submitted using our contact us form.

Escalating A Complaint

If the matter is a serious one, the complaint should go to the senior leader for that teaching band  or the service manager.(stage two)

They are:

• Miss Birch for EYFS (Nursery, Foundation 2,)
• Mrs Davies for KS1 (Years 1 and 2)
• Miss Mulheirn for Years 3 and 4
• Mr Nathan for Years 5 and 6
• Mr Johnson Smith Dragon Club
• Mr John Evans (Administration Team)
• Mrs Jennie Price (Catering Manager)
• Mr Hales or Mr Taylor (Health and Safety on Grounds and Premises Matters)

 If you need to meet with a senior member of staff we will ensure that this meeting is professional and we are here to listen.  You can take an advocate, friend or relation to the appointment with you so that they can support you.

If the matter is still not reconciled at the matter needs escalating it will be passed to the school business manager or the deputy head teacher for that key stage (stage 3)

1. Mrs Binks - Infant School (Foundation 1, Foundation 2, Years 1 and 2) 
2. Mrs Skarratts-Jackson - Years 3 to 6
3. Mrs Sarah Jones (health and safety, catering, administration team  etc)

 They can be contacted through Mrs Susan Walters the PA to the school's leadership team.  Mrs Walters can be contacted by phone, main office or by e-mail. E-mail address is susan.walters@stgeorges.wirral.sch.uk

Involvement of Head Teacher or Governors

If required, any complaints will finally be escalated to Mr Cassidy as the head teacher (stage 4).  Please note that any serious allegations will be managed by Mr Cassidy.

If your complaint is sent directly to Mr Cassidy but it has not been reviewed at an earlier stage, it may need to be reverted to the correct stage of the policy (see above for stages 1, 2 and 3).

 This would be through Mrs Susan Walters the PA to the school's leadership team.  Mrs Walters can be contacted by phone, through the main office or by e-mail.  Her e-mail address is susan.walters@stgeorges.wirral.sch.uk.

 If you need to meet with a senior member of staff we will ensure that this meeting is professional and we are here to listen.  You can take an advocate, friend or relation to the appointment with you so that they can support you.

If your complaint is about an action of the head teacher or your complaint is still not resolved (stage 5), then you should refer it to the Chair of Governors now. You can contact our chair of governors;

Chair of Governors

St George’s Primary School

C/o School Office at St George’s Primary School

or e-mail at: clerktogovernors@stgeorges.wirral.sch.uk

Specific Complaints

•  If complaints are regarding school's Special Needs and Disability provision they should be sent to Mrs Sonya Huxley our school's SENDCO.
•  If your complaints are regarding the school’s safeguarding and pastoral practice, they should go our Designated Safeguarding lead and Deputy Head Teacher.  Mrs Skarratts- Jackson.

Getting Assistance

All staff will make every effort to resolve your problem informally. They will make sure that they understand what you feel went wrong, and they will explain their own actions to you. They will ask what you would like the school to do to put things right. Of course, this does not mean that in every case they will come round to your point of view but it will help both you and the school to understand both sides of the question. It may also help to prevent a similar problem arising again.

Help with this is available from http://www.ace-ed.org.uk/advice-about-education-for-parents/advice-booklets-and-briefings/making-a-complaint

Or you can contact Wired who run Wirral’s Parent Partnership Service on 01515227990 if your child has special educational needs and you need support.    

If you need assistance with a disability or using English as a first language, we will arrange support for you.