Complaints
We take concerns and complaints seriously.
At The Bridge Alternative Provision, we aim to work positively and constructively with learners, parents, carers and the professionals involved in their education.
We recognise that there may be occasions when you are unhappy with an aspect of our provision or believe that something could have been handled differently. When this happens, we encourage you to raise your concern with us so that we have the opportunity to understand what has happened and work towards an appropriate resolution.
Talk to Us First
Wherever possible, concerns should be raised informally in the first instance. Many issues can be resolved quickly through an open conversation with the member of staff involved or an appropriate member of the leadership team.
Speak to The Bridge
Tell us what has happened, what your concern is and what you feel could help resolve the matter.
Making a Formal Complaint
If your concern cannot be resolved informally, or the nature of the matter means that an informal approach would not be appropriate, you can make a formal complaint.
Formal complaints are handled in accordance with The Bridge Alternative Provision's Complaints Procedure, which explains the stages of the process, how complaints are considered and how you will be kept informed.
What Should I Include?
Providing clear information will help us understand your concern and respond as effectively as possible.
Your name and contact details.
The name of the learner concerned, where applicable.
A clear description of your concern or complaint.
Relevant dates, events or people involved.
Any steps that have already been taken to resolve the matter.
What you would like us to consider as an appropriate resolution.
What Can You Expect From Us?
We want anyone raising a concern or complaint to feel that they have been listened to and treated fairly.
Complaints will be considered in accordance with our published procedure and handled as appropriately and sensitively as possible. We will seek to understand the circumstances, consider the information available and communicate the outcome of the process.
Formal Complaints Received
We believe in being open and transparent about complaints received by The Bridge. The figures below show the number of formal complaints received during the 2025/26 academic year, broken down by term.
received during the academic year
These figures relate to formal complaints received under our Complaints Procedure. The recording of a formal complaint does not mean that the complaint, or the concerns raised within it, were substantiated. Complaints may be upheld, partially upheld or not upheld following consideration under our procedure.
The figures do not include general enquiries, informal concerns or matters resolved before progressing to the formal complaints process.
Is your concern about safeguarding?
If your concern relates to the immediate safety or welfare of a child or young person, please do not wait for the complaints process. Contact The Bridge directly and raise the concern with a member of our safeguarding team.
View our safeguarding information →