Eden Academy Trust

Make a complaint

Eden Academy Trust aims to provide a high quality and accessible service to parents and children.

Occasionally, a parent or child may feel that they have a complaint against some aspect of the school, or an individual member of staff. Usually it is possible to resolve any problems as soon as they occur. If not, then you should follow the complaints procedure set out below:

Stage One

Firstly put your complaint in writing to the Headteacher of the School. Full details should be given letting us know what it is you are unhappy about.

We will acknowledge your complaint as soon as possible and fully investigate the matter within seven days.  We will keep you up to date about what is happening and give you a full reply.

The response you will receive will be copied to the staff members concerned, with recommendations for any action to be taken. If you are not satisfied with the outcome, you can ask the Headteacher to refer the matter to the next stage.

Stage Two

The Headteacher will refer the complaint and the response to the Governing Body. The Governing Body will investigate the complaint together with the response at a convened meeting.

The Governing Body will send a reply within fourteen days outlining how the complaint has been investigated and detailing the outcome.

Any complaint can be emailed to the Chair of Governors of the relevant School or mailed to them in an envelope marked ‘Private and Confidential’ to Chair of Governors.

Stage Three

If you are not satisfied with the outcome of the Governing Body meeting you are able to take the matter to the next stage – this can also be done from stage one.

A complaint can be made directly to the Academy Trust Board that governs each School within the Trust. This can be done by emailing the Chair of the Trust: Peter Ingham Director@edenacademytrust.co.uk;

...or mailed to him in an envelope marked ‘Private and Confidential’ to Peter Ingham, Chair of Eden Academy Trust, Stranton School, Southburn Terrace, Hartlepool. TS25 1SQ. 

Stage Four

If you feel your complaint has still not been resolved to your satisfaction, this can be escalated to OFSTED.

This can be done by referring your complaint and the outcome to:


National Business Unit


Royal Exchange Building


M2 7LA


The decision of the registration committee is final. 



Safeguarding Complaint

If a Staff member or volunteer is suspected of behaving in a way that could have harmed a child, then School Safeguarding procedures will be followed and a referral made to the Local Authority Safeguarding Officer (LADO).



The LADO for Hartlepool is Phil Curtis ( phil.curtis@hartlepool.gov.uk)

The LADO for Durham is Sharon Lewis ( CYPSLADOSECURE@durham.gov.uk)