Complaints Procedure

Our approach

Project Canaan Academy values open and honest communication with families. Most concerns can be resolved quickly and informally, and we would always rather hear about a problem early so we can put it right.

This procedure is for concerns and complaints about the school. Safeguarding concerns must be reported straight away using the steps in our safeguarding policy, not through this procedure.

Stage 1: talk to us informally

Raise your concern with the member of staff most directly involved, usually your child’s class teacher. Most concerns are resolved at this stage.

Stage 2: make a formal complaint

If your concern is not resolved, put your complaint in writing to the Principal. Please explain what happened, what you have already done to resolve it and what outcome you are hoping for.

Stage 3: review

If you are not satisfied with the Principal’s response, you can ask for your complaint to be reviewed. Stage 3 reviews are carried out by the school’s leadership, in consultation with Heart for Africa, our founding organisation. Please allow reasonable time for a considered response at each stage.

Our promise

We will treat every complaint fairly, confidentially and without any effect on how your child is treated at school.