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Concerns and Complaints

From time to time parents, carers and members of the public may have a concern or complaint* about an aspect of the conduct or operation of Hillingdon Primary School, an individual member of staff, the community council or an individual community councillor. 

We encourage parents, carers and others to raise their concerns with us as soon as they can, ideally by coming to us in person in the first instance, although concerns and complaints can also be made in writing or over the telephone. It is hoped that most concerns and complaints can be expressed and resolved on an informal basis and at the earliest opportunity. This will most likely be through discussion(s) with an appropriate member of staff such as your child’s class teacher, the pastoral care manager or a member of the senior leadership team.  We may ask you to make an appointment to speak with us if the member of staff is unavailable, however we will always find the time to discuss your concern.

The School understands that concerns and complaints sometimes arise due to misunderstandings and that concerns and complaints involving children are often emotive, however we believe that they are most effectively resolved when both parties treat each other with mutual respect.  When raising a concern or complaint we ask that you:

  • Discuss your concern with an appropriate member of staff such as your child’s class teacher, the pastoral care manager or a member of the senior leadership team in the first instance.
  • Treat staff with respect, behave reasonably and without aggression;
  • Follow the Trust’s Concerns and Complaints Policy (applicable to parents and carers);
  • Give us adequate time to investigate your complaint;
  • Observe confidentiality; and
  • Work with us to resolve the complaint as quickly as possible.

In return we will:

  • Deal with your complaint honestly, politely and in confidence;
  • Investigate your complaint thoroughly, fairly and as quickly as possible;
  • Keep you informed of what we are doing; and
  • Give you a comprehensive response to your complaint and advise what action, if any, we have taken.

For further information about our procedures for handling concerns and complaints from parents and carers, please see the Concerns and Complaints Policy below.


Hillingdon Primary School and the Elliot Foundation Academies Trust are committed to the highest possible standards of openness, probity and accountability. In line with that commitment we expect employees, volunteers, and anyone associated with Hillingdon Primary School who has serious concerns about any aspect of practices encountered within the school to come forward and voice those concerns without fear of reprisals. For further information and guidance please see TEFAT's Whistleblowing Policy on their website.


* The following definitions apply as per the Trust’s Concerns and Complaints Policy:

  • A concern is defined as ‘an expression of worry or doubt over an issue considered to be important for which reassurances are sought’.
  • A complaint is defined as ‘an expression of dissatisfaction about actions taken or a lack of action’.