Quick Links

Useful Links

Part of the castle school education trust

"Castle School Education Trust is committed to high quality education across the primary, secondary and sixth form key stages. Our schools cover the South Gloucestershire area. We encourage independence within each school within a strong framework of values."

Visit Website

Charfield School

Queries and Complaints

What should you do if you have a query or aren’t happy about something?


If there is something you don’t understand or you are not happy about, please come in and see us. (You may just want to get something off your chest.) You can discuss this with the class teacher or another appropriate member of staff, such as the Special Needs Coordinator (SENCO) if it is about special needs. We have worked with our parent forum to produce some guidance on the best person and communication method to use for scenarios. Please click here to view the document.

The beginning and end of the school day is a very busy time for class teachers, who usually have a class of children to welcome, so you may need to be flexible when arranging a time to meet. In some cases, you may need to make an appointment to see the Headteacher.

We know that it can feel uncomfortable to question or challenge, but if you don’t tell us what is worrying you we cannot explain what we are doing or try to put it right.

If you feel you need to complain when you’ve discussed your query or concern, there is a form you’ll need to use. We have placed a link to the form and school complaints policy at the bottom of this page. The school office and Clerk to the Governing Body will have paper copies of these also.

If you make a complaint using the complaints form this is what will happen:

  • You will receive a response within five school working days, even if this is just a courtesy call to acknowledge receipt of the complaint
  • Your complaint will be dealt with honestly, politely and in confidence
  • Your complaint will be looked into thoroughly and fairly
  • If your complaint is urgent we will deal with it more quickly
  • We will keep you up to date with progress at each stage
  • You will get an apology if we have made a mistake
  • You will be told what we are going to do to put things right
  • You will get a full and clear written reply to formal complaints within 28 school days of the complaint being heard
  • The Headteacher will keep a copy of all complaints made in a complaints log.

Complaints Documents and Forms

Show list Show Grid