Relationships between parents and carers and schools are crucial to supporting a child’s progress, wellbeing and happiness. These relationships last for a long time, and at William Patten we believe they should be built on mutual trust, respect and open communication. Strong relationships help children to feel supported and enable them to thrive both personally and academically.

Parents and carers and the school share the same goal: to give every child the very best possible educational experience. We recognise that, from time to time, questions or concerns may arise. We encourage parents and carers to raise any concerns as early as possible so that we can listen, understand the situation and work together to find a positive resolution.

At William Patten, we seek to work together with parents and carers to resolve issues as they arise. We operate an open-door approach, and members of the Senior Leadership Team (SLT) are available on a daily basis to speak with parents and carers. In the first instance, we encourage parents and carers to speak to their child’s class teacher or a member of the SLT. Where appropriate, parents and carers can also speak to the Headteacher or Chair of Governors.

Most concerns can be resolved through open and constructive communication. However, where a concern cannot be resolved informally, or where the matter is more serious, it may be appropriate to make a formal complaint. William Patten has adopted the Hackney Complaints Procedure, which sets out how formal complaints are dealt with fairly, respectfully and as promptly as possible, with the best interests of the child at the heart of the process. Anonymous complaints are discouraged as they are difficult to deal with in a way that will be useful to all parties.

All complaints are handled in strict confidence and the school’s attitude to a pupil would never be affected by a parental complaint

Complaints Policy 2025-2028

William Patten Primary School Complaints form

Parentkind Guide

Parentkind is a charity that works to support parents and carers and strengthen their involvement in children’s education. Parentkind has produced a guide to support parents to help them understand the complaints process, including who to speak to, how to raise a concern and what to expect at each stage. Please find the link here: Parent Guide to School Complaints