Complaints Procedure

We are always striving to improve and we welcome compliments, comments and complaints from parents, carers and other members of the school community. This page summarises how we handle complaints. Full details are in our Complaints Policy below.

Who can make a complaint?

Any person who has a legitimate interest in the school may make a complaint. If someone is not able to make a complaint themselves, a friend or family member may do so on their behalf, but that person does not become the complainant. Complaints from legal representatives will not be accepted.

Complaints should normally be raised within 3 months of the incident or, for a series of related incidents, within 3 months of the last one.

Raising a concern informally

Most concerns can be resolved quickly and informally. Please speak first to your child’s class teacher or the member of staff involved. If your concern is not resolved, you may speak to a member of the Senior Leadership Team.

Making a formal complaint

Stage 1 – Headteacher: If your concern is not resolved informally, you can make a formal complaint to the Headteacher. We will acknowledge it in writing within 3 school days, and aim to complete Stage 1 within 15 school days.

Stage 2 – Governing Body: If you are not satisfied with the outcome of Stage 1, you can write to the Chair of Governors within 15 school days of receiving the Stage 1 response. Your complaint will be considered by a Complaints Appeal Panel of governors.

Complaints about the Headteacher or governors

Complaints about the Headteacher should be addressed to the Chair of Governors, marked confidential, and sent to our complaints lead, who will pass them on. Complaints about the Chair of Governors, individual governors or the whole governing body should be addressed to the Clerk to the Governing Body and sent to the complaints lead, marked private and confidential.

Our complaints lead

Our nominated complaints lead is Obi Aligbe, who can be contacted at admin@princessmay.hackney.sch.uk or on 020 7254 1589.

Complaints about the support provided for pupils with special educational needs are handled in the same way; see also our SEND Information Report.

Complaints Policy 2026-2027