Concerns and Complaints

Blackshaw Moor First School Complaints Policy and Procedure

For the purpose of this policy and procedure, it is important to make a distinction between what is a complaint and what is an allegation against a person working with children.

What is a complaint?

A complaint is defined as an oral or written expression of dissatisfaction or concern you may have about facilities or  services provided by Blackshaw Moor First School for example, issues around fees, opening times, policies and procedures, staff ratios, food and drink or outings.

This does not include:

  • harassment and bullying
  • disciplinary or misconduct procedures
  • concerns about a child in relation to safeguarding
  • allegations against a person who works with children


These issues are covered by separate procedures.

The complaints procedure

It is understood that there may be times when individuals feel unhappy with the service they are receiving. It is hoped that in such situations, the parties concerned will feel able to discuss any concerns or issues that they may have with Mrs S Crawforth the schools complaints co-ordinator at Blackshaw Moor First School.

If individuals feel unable to discuss their concerns directly or that after such discussion, the matter remains unresolved then the individual may want to put their complaint in writing, addressing it to Mrs S Crawforth, Blackshaw Moor First School,  Buxton Road, Nr Leek. Staffordshire ST13 8TW.

Once a complaint has been received, either verbally or in writing the following process should be followed:

Using a separate complaints record, the named person responsible for dealing with complaints should record the following

  • The name of the person making the complaint.
  • The nature of the complaint.
  • The date and time of the complaint.
  • Action taken in response to the complaint including the date on which this was completed.
  • The outcome of the investigation e.g. measures taken to improve the service.
  • Details of information and findings given to the person making the complaint.
  • If the complaint was made in writing, the named person for dealing with complaints should respond, in writing within 28 days. A copy of this response would be kept on file.
  • A summary of the complaint made will be kept on file to provide, on request, to the individual and also for regulatory bodies such as Ofsted. This summary will not include the name of the person making the complaint.
  • Records should be kept for a minimum of 3 years.


If, during an investigation of a complaint, there is evidence that a person in a position of trust may have harmed a child, committed a criminal offence against a child, or behaved towards a child in a way that indicates they could pose a risk to children, then a referral must be made to the Local Authority.

Other matters which indicate there may have been a criminal offence committed may need to be referred to the local police station, for example theft of property.

Link to our complaints procedure

Latest news from our academies

  • All Saint's First School

    Air Aware News

    11 Oct 2021 | BY asf

    Air Pollution around schools is a serious risk to you and your children’s health. An Idling car will emit around […]

  • Beresford Memorial CE First School

    National Day of Reflection

    23 Mar 2021 | BY talentum

    At Beresford we have marked the National Day of Reflection with a Prayer Space entitled Empty Chair.

  • Blackshaw Moor CE First School

    Gymnast Visit to Blackshaw Moor

    11 Oct 2021 | BY blackshawmoor

    Jaydon Paddock Great Britain gymnast visits Blackshaw Moor First School 8th October 2021  

  • Churnet View Middle School


    01 Oct 2021 | BY churnetview

    Please see our latest school newsletters below: 10th September 2021 Newsletter 17th September 2021 Newsletter 9th October 2021 Newsletter

  • Leek First School

    LFS Newsletter – Week Commencing 28th June 2021

    25 Jun 2021 | BY lfs

    LFS Weekly Newsletter 25-06-2021

  • Leek High

    County Lines Letter

    18 Oct 2021 | BY leekhigh

    County Lines – schools letter for parents Staffs Oct County lines postcard

  • Rushton CE First School

    Newsletter 15th October 2021

    15 Oct 2021 | BY rps

    This week Huw and Morgan brought in their musical instruments to show during their music lessons. Morgan gave a demonstration […]

  • Westwood College

    COVID 19 Update

    14 Sep 2021 | BY talentum

    Since the return of students to school, we have been monitoring Covid-19 cases and liaising with the Local Outbreak Control […]

Latest events from our academies

  • All Saint's First School

    Hello Yellow Day

    05 Oct 2021 | BY asf

    We will be supporting Young Minds ‘Hello Yellow’ day this Friday (8th October 2021). On Friday, it will be non-uniform […]

  • Churnet View Middle School

    Churnet View Tours

    08 Oct 2021 | BY churnetview

    School Tour!   If you would like to book on to a tour of Churnet View, please book your space […]

  • Leek First School

    PATCH Fashion Show

    03 Feb 2020 | BY lfs

    PATCH Fashion show poster

  • Leek High

    Inclusion Hub parent/carer drop in

    10 Mar 2020 | BY leekhigh

    We are offering parent / carer drop in sessions on Friday Mornings from 9.15am – 10.00am. Feel free to pop […]

  • Westwood College

    Westwood College Year 8 Open Evening

    13 Sep 2021 | BY talentum

    Westwood College Year 8 Open Evening 21st September 2021 We look forward to welcoming you to Westwood College. We hope […]

Latest video from our academies

  • All Saint's First School

    All Saints’ Positivity Video

    01 Feb 2021 | BY asf

    Well done everyone. This will keep the blues away, and will make you smile. If you’re feeling fed up, put […]

  • Churnet View Middle School

    Virtual Tour!

    02 Oct 2021 | BY somarketing

    We recognise that a visit to Churnet View Middle School is a valuable part of the school application process, but in […]

  • Westwood College

    Welcome to Leek Sixth Form

    11 Nov 2020 | BY talentum

    Welcome to Leek Sixth Form from the Headteacher and the Head of Sixth Form