First of all, remain calm, courteous and relational. Every school will have a complaints procedure, which you can usually find on its website. Look through it and decide what the appropriate course of action is. Start at the most basic point and work up – don’t escalate your problem to the Head Teacher if a quick phone call to the staff member concerned could have resolved it. Face-to-face meetings are always best if at all possible – emails and letters are simply far too easy to misunderstand.