Every school will from time to time have to deal with concerns or complaints, most are resolved informally by school staff and we would always encourage this to be the first action when seeking a resolution to an issue.
Relatively few complaints lead to a formal process, but where they do, the Governing board ensures that proper procedures are in place, are publicised, understood and followed.
We want our approach to dealing with complaints to:
- be publicised and easily accessible
- be simple to understand and use
- encourage the resolution of problems by informal means wherever possible
- establish time limits for action and for keeping people informed of progress
- be impartial
- be non – adversarial
- respect people’s confidentiality
- ensure full and fair investigations where necessary
- address all points of issue, provide an effective response and appropriate redress where necessary
- ensure that complaints are recorded and that the school’s Senior Leadership Team and Trust Board are informed so that recommendations can be made.
- be reviewed annually by both the school’s leadership team and Trust board.
We follow and informal and formal staged process when dealing with concerns or complaints:
- Informal stage – dealing with concerns: initial concerns are heard by a class teacher, or Senior Leader on an informal basis, either in person, by telephone or in writing (including email).
- Formal stage one: where a formal written complaint is considered by the Head teacher (or representative), or – if the complaint is about the Head teacher – by the chair of governors or nominated governor. The decision of the Head teacher or chair of governors at this stage is usually final.
- Formal stage two: If stage one has been worked through and the complainant is unhappy with the way in which their complaint has been handled, the case can be referred to a panel of governors. The panel of three governors will carry out a review of the investigation carried out at formal stage one to consider the way the complaint has been investigated and handled by the school. This stage does not involve a rehearing of the complaint.
- Secretary of State Review: Having exhausted the previous stages, complaints can finally be taken to the Secretary of State for Education but only on the grounds that the governing board is acting or proposing to act unreasonably or illegally.
Number of Formal complaints received in the preceding academic Year: None