Is it feedback? You need to be heard.

Sometimes you will want to share your voice with the school without needing them to respond, but you expect them to listen and take it on board. Feedback is often sought by The Hamble School via Parent Surveys, however, you can submit ideas or feedback to us at anytime via general@thehambleschool.co.uk

Is It a Concern or a Complaint?

Most issues raised by Parents/Carers are concerns rather than formal complaints.

A concern may be:

• A question about something that has happened at school.
• A worry about your child’s wellbeing, progress or experience.
• A request for clarification or further information.
• Something you would like us to be aware of so that we can provide support.

A complaint is an expression of dissatisfaction about actions taken, or a lack of action, by the school and is managed through the school’s formal complaints procedure after conversations and meetings with relevant members of staff.

Our aim is always to listen carefully and work collaboratively with families so that concerns can be resolved informally wherever possible.

All contact should ideally be sent via email, using the address: general@thehambleschool.co.uk and mark FAO the relevant member of staff.

Pastoral Matters

For concerns relating to:

• Wellbeing
• Friendships
• Attendance
• Behaviour

General pastoral support

Please contact the following in the order below:

• Form Tutor
• Progress Leader
• Senior Leadership Team Line Manager

For questions or concerns relating to:

• Homework
• Progress
• Assessment
• Teaching and learning
• Subject-specific matters

Please contact the following in the order below:

1. Class Teacher
2. Head of Department
3. Senior Leadership Team Line Manager

Other Matters

If you are unsure who to contact, please email general@thehambleschool.co.uk and we will be happy to direct you to the most appropriate member of staff. This helps ensure that your enquiry reaches the person best placed to help and often leads to a quicker resolution.

When raising a concern, it can be helpful to:

• Explain what has happened and when.
• Share any relevant information.
• Let us know how the issue is affecting your child.
• Tell us what outcome or support you are seeking.
• Allow time for staff to make enquiries where necessary.
• Avoid using AI as this often means the concern/ message is lost or unclear.

Our Commitment to Parents/Carers

When you contact us with a concern, we will:

• Listen carefully and respectfully.
• Take your concern seriously.
• Communicate openly and professionally.
• Seek clarification where needed.
• Investigate matters fairly and appropriately.
• Keep the focus on achieving the best outcome for your child.
• Work with you to find a positive resolution.

Some matters can be resolved immediately, while others may require further investigation. If this is the case, we will endeavour to keep you informed throughout the process. We normally respond within 48 working hours, but sometimes issues take longer to finalise.

We ask Parents/ Carers to work with us in the same spirit of partnership, ensuring that communication remains respectful and constructive so that concerns can be addressed effectively and positively. Our expectations regarding communication with the school are outlined in our Code of Conduct for Parents/ Carers and we encourage all families to familiarise themselves with our Parent Code of Conduct.

We recognise that there may be occasions where, despite open dialogue and careful consideration, Parents/ Carers may not agree with a decision made by the school. Our commitment is to listen to concerns, explain the rationale for our decisions and work collaboratively with families wherever possible. All decisions are made in line with school policies, statutory guidance and with the best interests and educational outcomes of the child at the centre of our thinking. By maintaining respectful and constructive communication, we can continue to work together positively, even when perspectives differ.