From time to time parents/carers, and others connected with the school, may become aware of matters which cause them concern. To encourage resolution of such situations Hales Valley Trust has a clear complaints policy and procedure which can be found below.

The procedure is devised with the intention that it will:

• Usually be possible to resolve problems by informal means
• Be simple to use and understand
• Be non-adversarial
• Provide confidentiality
• Allow problems to be handled swiftly
• Address all the points at issue
• Inform future practice so that the problem is unlikely to recur.