Working Together to Resolve Concerns Positively

At our school, we are committed to working in close partnership with parents and carers. We know that when something doesn’t feel right for your child, it can be worrying, frustrating and emotional. We genuinely want to hear your concerns and to resolve them as quickly and constructively as possible.

We also want to emphasise that we are an open and visible school. Senior leaders – including the pastoral lead, SENDCo and at least one of the Headteacher, Deputy Headteacher or Key Stage Leads – are present on the playground every day. This is unusual and very much intentional, as it allows parents and carers to raise small worries early, ask questions and seek reassurance in an informal and accessible way.

In addition, parents at our school have direct access to teachers, which is not always the case in many schools. Staff can be contacted by email or through approved communication platforms such as Tapestry, providing further opportunities to share information, clarify concerns and work together before issues escalate.

Over recent months, we have seen an increase in lengthy, highly formal written complaints being submitted as a first step, sometimes generated using artificial intelligence (AI). While we fully respect every parent’s right to raise a concern or make a complaint, we want to take this opportunity to remind our community of the importance of the informal stages of our complaints procedure, and to explain why starting with these steps usually leads to better outcomes for everyone involved.

Starting with informal conversations

Our complaints procedure is designed to resolve issues at the earliest possible stage. Most concerns can be addressed informally by speaking directly with the appropriate member of staff – for example, your child’s class teacher, a phase leader or the Headteacher. These conversations allow everyone to share perspectives, clarify misunderstandings and consider the specific context of the situation.

Informal discussions are not about dismissing concerns. They are often the quickest and most effective way to put things right, and they help maintain the positive, respectful relationships that support children best. Only if an issue remains unresolved after these steps does it usually need to move into the formal stages of the procedure.

A note about AI-generated complaints

We recognise that AI tools are now widely available and can feel helpful when putting thoughts into words. However, when used to generate formal complaints as a first response, they can sometimes create unintended difficulties, including:

• Factual inaccuracies, such as events, timelines or statements that do not reflect what actually happened

• Incorrect references to legislation, statutory guidance or school policies that may not apply or may be out of date

• A lack of local context, meaning the unique circumstances of the school, staff roles or previous conversations are not accurately represented

• A tone that feels adversarial or legalistic, even when this is not the parent’s intention, which can make early resolution harder

• Emotional impact on staff, who may receive a lengthy, formal document before having had any opportunity to discuss the issue informally

These factors can slow down the process and shift the focus away from the shared goal of supporting your child.

Using AI more precisely and constructively

If parents do choose to use AI tools to help draft written communication, we strongly encourage doing so carefully and precisely. This can include:

• Uploading or directly referencing the school’s actual policies and procedures, rather than relying on generic examples

• Providing a clear and accurate chronology of events, written or checked by the parent, to ensure dates, actions and conversations are correct

• Making specific reference to relevant UK legislation, statutory guidance and frameworks that genuinely apply to the situation

• Ensuring any references to Nottinghamshire procedures, local authority systems or local safeguarding and SEND processes are accurate and current

• Reviewing the final wording to ensure the tone reflects the parent’s true intent and supports constructive dialogue rather than conflict

Used in this way, AI can support clarity and organisation. Used generically, it can unintentionally misrepresent the situation and make resolution more difficult.

Keeping communication constructive

If you choose to put a concern in writing, we encourage parents to use their own words, be clear about what has happened, and outline what outcome they are hoping for. Our complaints procedure also includes a simple complaint form for those who need it, and staff are always happy to help parents understand the process.

Most importantly, please remember that raising a concern informally is not a barrier to making a formal complaint later if needed. It is simply the first, and often most successful, step.

We value open communication, mutual respect and working together in the best interests of children. Thank you for your continued support and for helping us keep our school community positive, trusting and focused on what matters most.