At Riverside Bridge School, we value strong, open and respectful relationships with parents and carers.
We recognise that concerns may occasionally arise and are committed to listening carefully, working collaboratively and resolving issues fairly and promptly. We believe that effective partnership with families is essential to achieving the best outcomes for pupils.
In many cases, concerns can be resolved quickly through discussion with school staff. Where this is not possible, a formal complaints procedure is available to ensure that concerns are considered consistently, fairly and transparently.
Our approach
As a specialist SEND school, we understand that concerns can sometimes arise from complex situations involving communication, behaviour support, therapy provision, medical needs or individual programmes of support.
We approach all concerns with sensitivity, professionalism and a commitment to partnership working. We value the knowledge that families have of their child and seek to work together to find positive solutions wherever possible.
Our aim is always to resolve concerns in a way that supports pupils, maintains positive relationships and promotes continuous improvement.
Resolving concerns early
We encourage parents and carers to raise concerns as early as possible.
In most cases, concerns can be addressed through discussion with:
- your child's class teacher,
- a member of the leadership team,
- another appropriate member of staff.
Where appropriate, the school may offer a problem-solving discussion to:
- clarify concerns,
- review current support and provision,
- agree actions and next steps,
- identify ways forward collaboratively.
Many concerns can be successfully resolved at this stage without the need for a formal complaint.
Formal Complaints Procedure
Where concerns cannot be resolved informally, a formal complaints process is available.
Stage 1 - Informal Resolution
The school will work with you to understand and resolve the concern through discussion and investigation where appropriate.
A response will normally be provided within 15 working days.
Stage 2 - Formal Complaint
If the matter remains unresolved, a formal complaint can be submitted to the school.
The school will:
- acknowledge receipt of the complaint
- investigate the concerns raised
- gather relevant information
- provide a written response outlining findings and any actions to be taken
Stage 3 - Complaints Panel
If you remain dissatisfied following Stage 2, you may request that the complaint is reviewed by a Complaints Panel.
The panel will:
- review all available evidence
- consider the complaint independently and fairly
- determine whether the complaint should be upheld
- provide a final written decision
The Complaints Panel is the final stage of the school's complaints procedure.
Support for families
We are committed to ensuring that the complaints process is accessible to everyone.
Reasonable adjustments can be made where required, including:
- alternative formats of information.
- support completing forms.
- accessible meeting arrangements.
- adapted communication methods.
If you require support to raise a concern or make a complaint, please contact the school office.
Complaints covered by other procedures
Some matters are managed through separate statutory procedures and are therefore not covered by the school's complaints process.
These include:
- admissions appeals
- Education, Health and Care Plan assessments
- school exclusions
- child protection and safeguarding investigations
- home-to-school transport
- staff grievances and whistleblowing
Where this applies, we will help direct families to the most appropriate process.
Learning and improvement
We view concerns and complaints as opportunities to learn and improve.
School leaders regularly review feedback, concerns and complaints to identify themes, strengthen practice and improve communication and systems across the school.
This helps ensure that our provision continues to meet the needs of pupils and families effectively.
Further information
Full details of the complaints procedure, including timescales and escalation routes, can be found in our Complaints Policy.
[Insert Complaints Policy Download]
Contacting the school
If you would like to raise a concern or make a complaint, please contact the school office in the first instance.
Email: bridge@riversidebridge.com
Telephone: 0203 946 5809
At Riverside Bridge School, we are committed to resolving concerns in a timely, respectful and constructive way, ensuring that every pupil continues to feel safe, supported and able to thrive.