Overstone Extended School: After School Club
POLICIES AND PROCEDURES
Index Page Number
Collection of children 2
Missing Child 2
Planning and activities 3
Monitoring and evaluation 3
Parental involvement/volunteers 3
Staff induction and training 3
Health & Safety 4
Safeguarding Children 5
Equal opportunities 7
Special needs 8
Medication and illness 10
First aid, accidents and incidents 11
Behaviour management 11
Quality Assurance 12
No Smoking 12
Appendix: Complaints Form 13
Children will not be able to attend The ASC until their parent/carer has completed a registration
form. This form includes emergency contact numbers and any particular needs of the child. The
form will be kept on the premises in a secure place to ensure confidentiality. It is the responsibility
of parents to inform The ASC of any changes in personal details and circumstances.
The ASC is open all children from the reception class to Year 6. It is also available to Year 7
siblings attending Cottesloe School who have previously attended the club. It is the responsibility of
parents to transport the children to and from The ASC if they are attending the Cottesloe School.
Places will be allocated on a first come first served basis, however preference will be given to
children if they already have a sibling attending The ASC.
Bookings should be made to The ASC leader in person or by telephone. Bookings can be made
on a regular or ad hoc basis subject to places being available. Regular users will receive an
advance booking form with their invoice, which they should return to the ASC leader.
Cancellations may be made in person or by telephoning the ASC leader at least 24 hours in
The ASC seeks to understand that cancellations are unavoidable, but any parent who cancels their
place, 24 hours in advance, more that twice in any four week period will be charged for any
Cancellations on the day will be charged for at the session rate as staffing, food and activities will
already have been arranged.
.Invoices will be issued to parents/carers monthly/weekly.
If places are booked on a casual basis they must be paid for at the end of each session.
Failure to pay the fees within five days of the due date will incur a penalty of £10.
The ASC reserves the right to exclude children from The ASC if fees are not paid promptly.
In order to keep the prices low for everyone, we are unable to make reductions for siblings.
Fees may be paid in cash or cheque to the ASC Leader not the school office. A receipt will be
issued for all payments received.
Fees for The ASC are reviewed annually
If temporary staff are requested by the Headteacher to work in the After School Club, due to staff
absence and child care is an issue, as long as there is availability, the child/ren will be able to
attend the club and the fee waived. These occasional requests, made by temporary staff, will be
decided upon, by the Headteacher, on a case by case basis.
Parents on low incomes may be eligible to claim childcare tax credit. This credit works on a sliding
scale to allow parents to claim a rebate of up to 70% of their childcare costs. Further information is
available from the play leader or by accessing the Inland Revenue web site on
COLLECTION OF CHILDREN
Children will make their own way to the ASC, except for Reception, Year 1 and Year 2 children
who will be directed by the class teacher.
A register will be called as the children arrive.
A play worker will look for any child who is not present. The school will be contacted to check
whether they were at school. If the child is not located, parents will be informed to see if alternative
arrangements were made. If the child is still missing, the Headteacher will be informed and the
police will be informed if necessary.
If an extra child arrives who is not booked in, the parent will be contacted. If the child is registered
with the ASC, and space is available, the child may be allowed to stay. If no space is available, or
the child is not registered, the parent will be asked to collect the child. The child will remain the
responsibility of the school until collected.
If a parent/carer is late collecting a child/ren from the ASC, a fine of £5 per quarter hour, after the
first 15 minute period, will be imposed. If they continue to be late, their childcare place may be
revoked. The fine is to cover some of the staffing costs, as in the event of late collection, two
members of staff have to wait with the child/ren. If no one arrives to collect the child, the play
leader will ring the parents, then the emergency contact numbers. If we are unable to contact
anyone to collect the child/ren, social services and The Police will be contacted after approximately
All children will be signed out from the ASC by the authorised collector.
If a child fails to turn up to the ASC:
A play worker will look for any child who is not present.
The school will be contacted to check whether they were at school.
If the child is not located, parents will be informed to see if alternative arrangements were made.
If the child is still missing, the Headteacher will be informed and the police will be informed if
If a child goes missing during a session:
The children will be called together, a register taken and the children will be asked when they last
saw the child.
One play worker will remain with the group whilst a second worker checks the premises.
If the child is not found immediately the parents and Headteacher will be informed.
All emergency contacts will be contacted to check if the child has gone to their house.
If the child is still not located the police and Chair of Governors will be informed.
The club will work with the guidance of the police from this point.
A full report will be written and Ofsted informed.
The ASC aims to provide a range of stimulating activities within a safe and secure environment
and offer positive opportunities for the children. The ASC provides a child-centred environment
where children are encouraged to be involved in making decisions that will affect them and take
“ownership” of the club.
A range of activities and free play opportunities are provided and children can choose what they
would like to do. These activities may include board games, construction, crafts, cooking, drama
workshops, sports, music or group games. A quiet area will be available for any children who wish
to do their homework, read or sit quietly.
MONITORING & EVALUATION
The ASC aims to provide a varied and stimulating environment for the children attending. We will
regularly consult with the children to ensure that we are meeting their needs. we will send out a
questionnaire at the end of each academic year to parents/carers for feedback about The ASC.
However, we do encourage parents to consult with the Play Leader on a regular basis about the
needs of their family. Any concerns will be dealt with in a confidential manner.
PARENTAL INVOLVEMENT & VOLUNTEERS
The ASC is keen to provide a wide range of activities and to give positive role-model examples to
the children. We welcome support from family members, particularly from people with a specialist
skill . Childcare workers, through the nature of the business, tend to be predominantly female. It is
important that children recognise a wide range of people as carers, in particular males, people with
disabilities and people from other cultures and social backgrounds.
The ASC will always operate with a minimum ratio of one adult worker to eight children. In addition
to this ratio we encourage support from volunteers. Volunteers might be relatives, adults from the
community, retired people and young students aged over seventeen in full time education. Regular
volunteers will be police and health checked. Visitors that have not been police checked will not be
left unattended with children. A record of all visitors and volunteers will be kept and badges issued.
STAFF INDUCTION & TRAINING
Every year, The ASC will review the training and qualifications of the staff. At least half of the staff
employed will hold a childcare qualification equivalent to NVQ Level 2. The Play leader will be
qualified to NVQ Level 3. There will always be a qualified first-aider on the premises.
All staff will receive Induction training within their first week of employment. This will cover Health &
safety, Child Protection and the day-to-day running of the ASC.
HEALTH & SAFETY
All staff and children have a responsibility to ensure the safety of others.
The premises, both indoors and out will be checked at the start of each session. All equipment
will be checked before it is used. Any equipment found to be faulty will be removed and
reported to the play leader. The play leader will ensure that the necessary repairs are carried
All appliances and equipment will be properly installed and operated, with electrical appliances
Where possible equipment and resources will have the British Kite mark or other recognised
The ASC will always have access to a mobile phone.
Children will always remain within sight of an adult, except when privacy is required for
changing or toileting.
Children will only be released to an agreed adult, sibling or relative.
A register is taken at the beginning and end of all sessions and records kept.
The outside play area will be inspected to ensure that all fences and gates are secure.
Children will be made aware of the boundaries of play.
Buildings are checked regularly by Fire Officers and Environmental Health Services. Fire doors
are not obstructed or held open.
All dangerous materials including medicines and cleaning materials are kept out of reach of
Activities such as woodworking and cooking will be risk assessed prior to introducing them to
ensure that risks are reduced to a minimum.
Fire Drill/ Emergency procedure
o On hearing the alarm (one long continuous bell) the children will stop what they are doing and
o The play worker will collect the register and first aid box.
o The play worker will escort the children to the designated collection point (playground) and call
o The play leader and caretaker will check the building to ensure all the children and visitors are
safely out. They will only tackle the fire if it is safe to do so.
o The play leader will contact the emergency services.
o If necessary, parents will be contacted to collect the children.
o The building will only be re-entered once the play leader/emergency services has deemed it
safe to do so.
o Whenever the children play outside or go off site, the Play Leader will carry a whistle to alert
the children to danger.
o In the event of the premises being unsuitable for The ASC to use due to flood, heating failure
or any other unforeseen circumstance parents will be contacted and children taken home.
Fees will not be charged in this instance.
o Fire drills will be practised every term. New children and staff will be made aware of the
procedure as soon as they arrive for the first time and up-to-date instructions will be displayed
on the classroom wall.
To prevent the spread of infection the play staff will ensure the following:
Hands washed after using the toilet and before eating
Soiled tissues are disposed of hygienically
Individual or disposable towels available for drying hands
Hygiene rules related to bodily fluids followed with particular care, and all staff and volunteers
are aware of how infections, including HIV can be transmitted.
Use of disposable gloves when dealing with open cuts and bodily fluids.
All surfaces cleaned daily with an appropriate sanitizer.
Play workers have a duty in law to take action if they suspect a child may be subject to abuse.
Concern is first and foremost for the child. Play workers responsibilities do not include investigating
the suspected abuse. This is the role for the Buckinghamshire Safeguarding Children’s Board
(BSCB), who have statutory powers and obligations under The Children’s Act 1989 and under
Article 19 of the United Nations Convention on the Rights of the Child, which sets out the principle
that all appropriate measures shall be taken to “protect the child from all forms of physical and
mental violence, injury or abuse, neglect to negligent treatment, maltreatment or exploitation,
including sexual abuse, while in the care of parent(s), legal guardian(s) or any other person who
has the care of the child”. This includes “prevention and the identification, reporting, referral,
investigation, treatment and follow-up of instances of maltreatment.
Groups should refer to the booklet titled “What to do if you’re worried a child is being abused”
available from DFES or EYDC Service.
Staff, volunteers and training
All posts will be exempt from the provisions of the Rehabilitation of Offenders Act 1974.
This information will be made clear to all applicants.
All staff will be police checked prior to working at the ASC.
A full employment history will be sought and clarification required for any unexplained gaps.
Two references will be taken up on all staff and a probationary period will be incorporated
into staff contracts.
Visitors and volunteers that are not cleared will not be left alone with children.
A record of all visitors will be kept and they will be issued with identification badges.
All staff will undertake child protection training as part of their induction. This will be
followed by a one day course within the first six months or their employment.
A minimum of two staff will always be present within the play setting, and working within
sight of each other.
Only staffs that have been cleared as suitable to work with children will be allowed to
accompany children to the toilet.
If any member of staff is suspected of child abuse, they will be removed and placed on
suspension whilst an investigation is carried out. Social Services and Ofsted will be
Recognising and Recording Abuse
All staff need to be aware of the possible signs of abuse. These might be:
Any significant changes in the children’s behaviour
Any unexplained bruising or marks
Any comments children make which give cause for concern
Any deterioration in a child’s general well being
If any of the above occurs then a separate confidential record will be set up. These records will
include the name, address and age of the child; timed and dated observations, describing
objectively the child’s behaviour/appearance, without comment or interpretation, where possible in
the exact words of the child; then dated and signed by the recorder. This record will only be
accessible by the named child protection co-ordinator, the parents and BSCB.
If abuse is suspected, the named child protection co-ordinator will sensitively discuss the issue with
the parent. An accurate record of the conversation will be made. The co-ordinator will report the
incident to the BSCB if not satisfied.
Disclosure of abuse
If a child chooses to disclose abuse the following rules will be observed:
Never make promises that cannot be kept. It may be necessary to involve other people in
order to ensure the child’s safety.
Reassure the child that it is not their fault and that you believe them.
Take the child to a safe and quiet area.
Ask the child to allow another adult to be present.
Do not interrupt the child speaking.
Do not ask any probing questions as this could deem the information to be inadmissible.
Make a note of the discussion, taking care to record timing, setting and personnel, as well
as what was said.
Record all subsequent events up to the time of the substantive interview.
Contact BSCB and OFSTED as soon as possible.
If the child is at risk form the person collecting them, they must be kept apart until a
representative from BSCB arrives.
Informing and involving parents
The ASC will take every precaution to build trusting and supportive relationships between families,
carers, staff and volunteers within the group. Where abuse at home is suspected, The ASC will
continue to welcome the children and family while investigations proceed. Confidential records kept
on the child will be shared with the child’s parents. With the proviso that the care and safety of the
child is paramount, the ASC will do all it can to support and work with the child’s family.
Allegations against a member of staff
Personnel working with children and young people are sometimes the subjects of abuse
allegations. It is, therefore, essential to work within a framework of good practice where clear role
boundaries, for example, in relation to intimate care, have been established and issues around
physical contact have been thought through. Whilst many children will seek physical contact,
practitioners may be unsure as to how to respond. The following points offer some guidance.
Be welcomed by the child
Offer a sense of emotional wellbeing and security
Reinforce a sense of positive self esteem
Support social interaction
Encourage confidence and empowerment
Be in response to a health or welfare concern (Powell, 2001)
If a member of staff or committee is the subject of an allegation, report the incident to the
Headteacher & Chair of Governors. The member of staff/committee should record what happened
from their perspective. Seek personal support from someone whom they feel able to trust and talk
to openly about their feelings (but is not involved in the investigation).
The accused person will be suspended on full pay whilst an investigation is carried out. The
Headteacher and Chair of Governors committee will inform Ofsted and Social Care.
The After School Club works in accordance with all relevant legislation and will be available to all
children and families.
The ASC will ensure that the best person will be appointed to each job, regardless of race, gender,
social background or culture. Commitment to implementing the group’s Equal Opportunities policy
will form part of the job description for all workers.
The ASC is open to all children at Overstone regardless of race, gender or social background.
Priority is only given to siblings of children currently attending The ASC.
These will be chosen to reflect a balanced view of the world and to give children an appreciation of
the rich diversity of our multi-racial society. Materials will be selected to help children to develop
their self-respect and to respect other people by avoiding stereotypes and derogatory images or
messages about any group of people.
Discriminating remarks and behaviour will not be tolerated. The response will aim to be sensitive to
the victim(s) and to help those responsible to understand and overcome their prejudices.
Activities will be adapted to enable all children the opportunity to take part. The ASC will endeavour
to ensure that all children’s individual needs are met. Children will be treated as individuals and
respected. Medical, cultural and dietary needs will be met.
The ASC will try to accommodate parental needs when planning meetings and events.
Language & Culture
Different languages and cultures will be valued, respected and celebrated in the ASC. Information,
written and spoken, will be clearly communicated in as many languages as required. Bilingual and
multilingual children and adults are an asset.
The ASC is totally committed to a policy of full inclusion. If a child has particular needs, these will
be discussed with the parent/carer and child before they start at the ASC. The ASC welcomes
advice from parents as the “expert” in supporting the child’s needs. Activities and events will be
adapted to ensure that all children have a chance to participate and benefit from the experience.
The ASC will work in partnership with NCH to provide a “Buddy” to support a smooth integration
process. A one to one support may not be required. Often children are able to participate in a wide
variety of activities but benefit from knowing that there is someone nearby to support them when
The ASC encourages staff to undertake specialist training whenever it is available. We work in
partnership with local Special Schools that offer work placements to support this training.
The ASC aims to provide a high quality service that meets the needs of the children and families.
We try to encourage an environment that welcomes exchanges of information on a regular basis.
We aim to work in partnership with parents and the community and welcome suggestions on how
to improve our service.
We view a complaint as any expression (verbal or written) of dissatisfaction with the service, staff
or management of the club.
We will strive to get it right first time by learning from our complaints and dealing with them in a
positive and timely manner.
This sets out the school’s procedure for addressing complaints. It should be used only when
informal attempts to resolve problems have been unsuccessful. If you have any concerns about
the school or the education provided, please discuss the matter with the class teacher or
Headteacher at the earliest opportunity. The school considers any concerns very seriously and
most problems can be resolved at this stage.
Please note that this procedure does not apply to issues concerning the curriculum, collective
worship, admissions, exclusion appeals, decisions about your child’s special educational needs or
grievances by school staff. These are the subject of separate complaints procedures. Copies of
these procedures can be obtained from the school.
All other complaints are handled by the school according to the arrangements set out
Aims and Objectives
The school will give careful consideration to all complaints and deal with them fairly and honestly.
We will provide sufficient opportunity for any complaint to be fully discussed, and aim to resolve it
through open dialogue and mutual understanding.
Framework of Principles
be easily accessible and publicised
be simple to use and understand
allow swift handling with established time-limits for action and keeping people informed of
ensure a full and fair investigation by an independent person where necessary
respect people’s desire for confidentiality, wherever possible (some information sharing
may be necessary to carry out a thorough investigation)
address all points of issue, providing an effective response and appropriate redress, where
provide information to the school’s senior management team so that services can be
FORMAL COMPLAINTS PROCEDURE
If you feel that a concern has not been addressed through informal discussion with the
Headteacher and you wish to have the matter formally investigated by an appropriate person from
the school, please complete a complaint form (Annex 1). If you would like help completing the
form, the school will be happy to provide the assistance of someone unconnected with the
The person carrying out the investigation will review the way in which the complaint has been
handled by the school and ensure that the issues have been dealt with properly and fairly. He/she
will normally write to you with the outcome of this process within [15 working days] of receiving the
If it becomes apparent that the complaint is a disciplinary or capability issue, then the matter will be
dealt with by following the appropriate procedure rather than the complaints procedure. You will be
notified if this is the case with your complaint, but you are not entitled to know which procedure or
the final outcome.
If you are not satisfied with the result from Stage 1, you may choose to refer your complaint to
Stage 2 of the procedure. This must be done in writing to the school within 15 working days of the
completion of Stage 1.
At this Stage, the complaint will be considered by either the Chairman or nominated governor, or a
panel of 3 governors depending on who carried out the investigation in Stage 1 : -
A. If Stage 1 was investigated by the [Headteacher or a senior member of staff nominated by
the Headteacher], the Chairman or nominated governor will consider the manner in which
the complaint was addressed and decide whether it has been properly dealt with. The
general principle is that the school should be able to produce documentary evidence to
show that the complaint has received fair and proper consideration within the school’s
procedure. If they have any concerns, they may ask the Headteacher to re-open the
investigation. The complainant will be kept informed of any delay.
If the complainant is not satisfied after the Chairman or nominated governor has completed
their review, a panel of 3 governors will meet to consider the complaint and make a final
decision about it on behalf of the governing body.
B. When Stage 1 has been investigated by the Chairman or nominated governor, Stage 2 will
be carried out by a panel of 3 governors, who will meet to consider the complaint and make
a final decision about it on behalf of the governing body.
In either A or B, the panel will consist of governors who have no detailed prior knowledge of the
complaint, or connection with the complainant. The meeting will normally take place within 15
working days of your request.
You will have the opportunity to submit written evidence on the complaint prior to the meeting of
the panel and also to attend, accompanied by a friend/partner if you wish, to put your case. The
Headteacher will be given the same opportunities. The panel will write to you with its conclusion
within 5 working days of the meeting.
The decision of the panel is final. If you are still not satisfied, you may wish to put your complaint
to the Secretary of State for Education and Skills.
Monitoring and Review
The governing body monitors the complaints procedure, in order to ensure that all complaints are
handled properly. The Headteacher logs all formal complaints received by the school and records
how they were resolved. Governors examine this log on an annual basis and consider the need for
any changes to the procedure.
At all stages of the investigation, the complainant has the right to inform OFTSED. 0845 601 4772
If the complaint involves concern for children’s safety and welfare then the committee will inform
OFSTED at the outset and again once the internal investigation has been completed.
In cases where child protection concerns are raised, the committee will inform the Early Years
Designated Officer, Olwen Stovold 01296 382824
At each stage the ASC will acknowledge each written complaint within 15 working days and send a
full response as soon as possible but within a maximum of 28 calendar days (or a letter explaining
the reasons for a delay and a new reply). Oral complaints will be responded to orally following each
stage and time scales outlined above, unless the committee feels the need to confirm actions and
outcomes in written format.
MEDICATION & ILLNESS
The ASC is unable to administer medication without prior written permission from the
parents/carer. Medicine must be in a safe container with the child’s name and dosage
requirements clearly labelled. If the medicine is to be administered by the child, this should be
At the end of the session, parents will be given a written advice as to the amount and times of
administration of the medicine. Staff are unable to administer inhalers, Epipens or suppositories
without specialist medical training. All medicines will be kept out of reach of the children, and
refrigerated if necessary.
If a child feels ill whilst at The ASC, they will be placed in a quiet area and the parent contacted
and asked to collect the child.
Children should not attend The ASC if they are unwell as this is unfair on the other children
attending and places an extra burden on the staff. Children should have a period of 48 hours clear
from infection before they return to the ASC . Fees will still be due if a child is unable to attend due
to illness. Parents should contact the ASC to inform them of their child’s intended absence as soon
First Aid, Accidents and incidents
A first-aider will always be on the premises. The ASC keeps a fully stocked first aid box on the
premises. An accident form will be completed in duplicate for every accident, the parent will be
informed and asked to sign the form and then given a copy. Accident records will be kept
confidential and retained for periods required by legislation.
If a child needs to go to hospital the parents will be contacted. An escort will be provided if the
parents are unable to get to the ASC quickly. If a member of staff needs to accompany the child, it
may be necessary to contact all parents and close the session if the ratios are compromised.
OFSTED will be informed of any major incidents that occur, in accordance with the Day Care
Standards for Out of School. If the child’s accident causes them to absent for a period of four days,
the ASC will need to inform the HSE and complete a RIDDOR form. The child’s registration
records will accompany them to the hospital as these contain emergency contact numbers and
personal details such as allergies and vaccinations.
If the child arrives at The ASC with bruising or marks in unusual places that may constitute
suspected abuse, an incident report will be completed in duplicate, the parent asked to sign and
given a copy and the record kept confidential.
We believe that children and adults flourish best in a safe and ordered environment in which,
everyone knows what is expected of them and children are free to develop their play and learning
without fear of being hurt or hindered by anyone else. We aim to work towards a situation in which
children can develop self-discipline and self-esteem in an atmosphere of mutual respect and
Rules will remain consistent and age/development appropriate. Children will be encouraged
to contribute to behavioural guidelines, as ownership is often acceptance.
Behavioural expectations will be the same for boys and girls and take into account variations
amongst cultural and social groupings.
Parents will be made aware of The ASC’s behavioural policy, any sanctions taken and
discussions will take place to ensure that all parties are working together to ensure the child
has a consistent environment.
The child will be made aware that it is the behaviour not him/herself that is at fault.
Strategies will be used to try to avert the problem, such as distraction.
Positive behaviour will be encouraged and rewarded.
Physical punishment will not be tolerated under any circumstances. Sanctions might include
time out or withdrawal of a treat.
If inappropriate behaviour continues The ASC will look at the antecedents as this often
highlights the cause. Parents will be involved and diaries might be kept. Records of incidents
will be kept and shared with parents.
If, after discussions with the parents and child, the inappropriate behaviour continues, it may
be necessary to exclude the child if the safety of others is compromised.
Children will be guided to consider the following rules when planning what is
Are dangerous or hurtful or offensive to someone else – children or adults
Are dangerous to the child
Will make the child unwelcome or unacceptable to other people
Damage other people’s property
After School Club: Expectations of Behaviour:
behave with care and consideration towards other people and their property.
talk to and behave politely with everyone they meet.
always try to understand other people’s views.
take care of the environment.
Parents have the right to access any information that The ASC keeps about their child/ren. They
do not have the right to information about other children attending The ASC If children are twelve
years of age or older, their permission should be sought to share this information with their parents.
The ASC will only discuss information about a child with the child’s parents.
Information given by parents/carers to The ASC will not be discussed with other adults without
In the case of suspected abuse, the safety of the child is paramount and foremost. In this instance
it may be necessary to pass on information to the BSCB without permission.
The ASC is committed to providing a quality service for children and their families, and ensuring
that we meet your needs. We welcome feedback from children and families on how we might
improve our service. The ASC will undertake a Quality Assurance programme within 2 years of
opening. If you wish to let us know your views on our service – comments, suggestions or
complaints – please contact either the Play Leader or Chair
We welcome feedback which lets us know that we are doing something well, or if you have a
helpful suggestion on how we could improve our service. The club aims to provide a varied and
stimulating environment for the children attending. We will regularly consult with the children to
ensure that we are meeting their needs. From time to time we will send out a questionnaire to
parents/carers for feedback about the club. However, we do encourage parents to consult with the
play leader or committee on a regular basis about the needs of their family. Any concerns will be
dealt with in a confidential manner.
SMOKING & INTOXICATING SUBSTANCES
Staff and parents are not permitted to smoke whilst on any premises used by the ASC. Staff are
not permitted to smoke during the preparation time or running of the club.
Intoxicating substances are not permitted on site. Should a member of staff turn up for work, who
appears to have been taking an intoxicating substance, they will be suspended immediately and the
Chair of Governors informed. An investigation will follow. Should a parent arrive to collect a child
and appears to be unfit to adequately care for them, the child will not be released. The BSCB will
be informed and advice sought. The police may be called if the child is deemed to be at risk.
Annex 1: Complaints Form
Please complete and return to …………………………..(Headteacher) who will
acknowledge receipt and explain what action will be taken.
Your relationship to the pupil:
Day time telephone number:
Evening telephone number:
Please give details of your complaint.
What action, if any, have you already taken to try and resolve your complaint.
(Who did you speak to and what was the response)?
What actions do you feel might resolve the problem at this stage?
Are you attaching any paperwork? If so, please give details.
Date acknowledgement sent:
Complaint referred to: