Complaints Procedures

Informal Complaints / First Instance

Most issues can be resolved informally, and we will work with you to facilitate this. The first step is usually to speak to your child’s Tutor, relevant subject teacher, or their Head of Year. You can do this either by email, by phone or in person. If you prefer to set up a meeting in person, or to talk over the phone, staff may not be able to spend time during the school day with you. In this case, please arrange an appointment with the member of staff where you will have more time to discuss your grievance.

Ahead of the meeting, take along a list of discussion points you want to address. After the meeting make a note of what you and the staff member have agreed to do. Agree a time and date for another meeting to check in on the progress of any actions, or whether the situation has been resolved.

If your grievance is regarding someone who teaches your child, ask for an appointment with another member of staff such as the Head of Year or Headteacher.

If you’re concerned that your child is not receiving the SEND support they need, please contact the SENDCo in the first instance to discuss ways in which we can help your child to thrive. The SENDCo can also help you apply to Dorset Council for an EHCP (Education Health Care Plan) or get referrals to relevant services outside of school.

If your child is being bullied, please contact the Pastoral team. Your child may be reluctant to disclose the bullying or names of those involved, but any information they can provide is helpful to us to resolve the situation. Some types of bullying can be reported to the police (assault, theft, threatening messages) and the Pastoral and Safeguarding staff at FUS will be able to assist with this if necessary.

Who to Contact

Mrs. C Hicks

Head of Year 9

Mrs. R Barrett

Head of Year 10

Mr. R Howard

Head of Year 11

Mrs. C Lock

SENDCo

Mrs. J Taylor

Deputy Head
& DSL

Mr. J Collins

Pastoral &
Anti-Bullying Champion

Formal Complaints: Exams

If you have a complaint or concern about the delivery or administration of an exam or qualification, you are invited to make an informal complaint first either verbally or in writing. If we haven’t been able to resolve your complaint informally, you (the exam candidate, or their parent/carer) may then make a formal complaint.

A formal complaint should be submitted only in writing by completing a complaints form. This can be obtained from the Exams Office at Ferndown Upper School.

Completed forms should be returned to the Exams Office at Ferndown Upper School. Completed forms will be logged, and FUS will acknowledge your complaint within one working day.

You can find detailed information on the complaints procedure (exams) by downloading the PDF document below.

Mrs. L Collins

Data & Exams Manager

Formal Complaints: Curriculum

If your complaint is regarding the school curriculum, you (the parent/carer) should send a written account outlining your concern to the Headteacher, Phil Jones. The Headteacher or a nominated member of SLT will then communicate with you to resolve the complaint.

The full policy and process for complaints against the curriculum specifically is detailed in the below PDF document.

Mr. P Jones

Headteacher

Formal Complaints: General

Formal complaints, where informal resolutions have not been possible, can be raised by letter or email, over the phone or in person. It is expected that complaints would be raised within 3 months of the incident or event being focused on.

The general complaints policy does not cover all areas, for example whistleblowing, safeguarding matters, or statutory assessment of SEND needs. A full list of areas not covered can be found in the policy document below. If you require information or policy documents relating to any complaints outside of the General Complaints scope, please contact the school office and we will provide these to you.

If any assistance is required in raising a formal complaint, please contact the school office. The full policy of the procedures for handling General Complaints is detailed in the below PDF document.