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Making a Complaint

We would hope that by working together any issues that may arise can be fully resolved. Please talk to us if you have any concerns or worries.


If you have not been able to resolve your issues with us, the following policy outlines how you should proceed

General Complaints Procedure

Managing Serial and Unreasonable Complaints

Complaints Procedure for SEN Pupils

The arrangements made by the Governing Body relating to the treatment of complaints from parents of pupils with special educational needs concerning the provision made at the school


The normal arrangements for the treatment of complaints at Shotton Primary School are used for complaints about provision made for special educational needs. We encourage parents to discuss their concerns with the class teacher, SENCo (Mrs L. Henson) or Head Teacher (Mrs H. Shaw) to resolve the issue before making the complaint formal to the Chair of the Governing Body (Mrs K. Hudson). This can be done by emailing the school directly or by making an appointment via the school office on 0191 526 2006.


If the issue is not resolved, please contact the Head Teacher, Heather Shaw, directly. The Chair of the Governing Body, Mrs Hudson, can be contacted via the school office.Please address any correspondence marked for Mrs Hudson's attention.


If the complaint is not resolved after it has been considered by the Governing Body, then a disagreement resolution service or mediation service can be contracted. If it remains unresolved after this, the complainant can appeal to the First–tier Tribunal (Special Educational Needs and Disability) if the case refers to disability discrimination, or to the Secretary of State for all other cases.


There are some circumstances, usually for children who have an Educational, Health and Care Plan, where there is a statutory right for parents to be able to appeal against a decision of the Local Authority. Complaints that fall within this category cannot be investigated by the school