At Ysgol Cambrian, we aim to work in partnership with parents and carers and encourage open communication at all times. Most concerns can be resolved quickly and informally, but if you feel that an issue has not been addressed, you have the right to follow our formal complaints procedure.

Our process is based on Rhondda Cynon Taf (RCT) guidelines and meets the requirements of the Education Act 2002, which states that all schools must publish their complaints procedure.

Our approach is designed to be fair, transparent and consistent, ensuring that all concerns are handled respectfully and appropriately.

Principles of Our Complaints Procedure

• Complaints are dealt with promptly and fairly
• Concerns should be raised at the earliest opportunity
• Every stage of the process is clearly defined and accessible
• All parties are treated with dignity and respect
• At each stage, we check whether the issue should be managed under a different statutory process (e.g., safeguarding, staff grievance, staff discipline)

Stages of the Complaints Procedure

Stage 1 – Informal Resolution

Most concerns can be resolved informally.
Parents and carers should raise the issue with the first appropriate member of staff, such as the class teacher or relevant team member.

The aim is to resolve the matter quickly and positively.

Stage 2 – Formal Investigation by the Head of School

If the issue cannot be resolved informally, it should be referred to the Head of School.

The Head of School will:

• investigate the concern
• gather relevant information
• make a decision
• provide a written response outlining the outcome

The Executive Headteacher may be involved where appropriate, depending on the nature of the complaint.

Stage 3 – Governing Body Review

If the matter remains unresolved after the Head of School’s investigation, the complaint can be referred to the Governing Body.

A panel of governors will:

• review the complaint
• consider the evidence
• make a final decision
• communicate the outcome in writing

This is the final stage of the school‑based process.

Matters Not Covered by This Procedure

Some issues must be handled under different statutory processes, including:

• staff capability
• staff grievance
• staff disciplinary procedures
• child protection or safeguarding concerns

If this applies, the school will advise you of the correct procedure.

Accessing the Full Policy

The full RCT complaints policy is available on the RCT website, and the school can provide a copy on request.

If you need support in understanding or accessing the complaints process, please contact the school office and a member of staff will be happy to help.