We value our relationship with pupils and parents, and encourages those with concerns regarding their child’s education or our service to contact the school with aim of resolving the issue or concern.
1. Scope
1.1. This Complaints Policy is based on the principle that concerns expressed by a pupil, parent or any other individual or organisation should be resolved as quickly as possible without the need to escalate to the formal stages of the procedure. However, where resolution has not been achieved and the person raising the concern is unhappy and wishes to take the matter further, the formal procedure for dealing with complaints will be followed. The four stages are:
- Stage 1 – Informal investigation of a concern.
- Stage 2 – Formal complaint investigated by a member of staff.
- Stage 3 – Formal complaint investigated by the Principal.
- Stage 4 – Complaint heard before a Complaint Panel.
1.2. Complaints made by members of staff should be dealt with under separate grievance procedures applicable to employees. Complaints made by employees will not be dealt with under this Complaints Policy.
1.3. Complaints made by Local Governors should be referred to the Chair of Local Governors to be dealt with informally as an item for consideration initially and, if necessary, through the formal procedure set out in the Trust’s Articles of Association. Complaints made by Local Governors will not be dealt with under this Complaints Policy.
1.4. Complaints made by contractors should be dealt with informally, but may be escalated where dispute resolution or a formal complaints process is included in the contractual agreement. Complaints made by contractors will not be dealt with under this Complaints Policy.
1.5. Complaints about or relating to a pupil should be directed to the relevant member of the Academy’s staff. If the Complainant is not happy with the manner in which the complaint was handled, then they may put their complaint in writing and ask for it to be dealt with formally.
1.6. This Complaints Policy is intended to be compliant with Schedule 1, Part 7 of the Education (Independent Schools Standards) (England) Regulations 2010 (as amended) (“the Regulations”). In the event of any variance between this Complaints Policy and the Regulations, the Regulations will apply.
2. Policy
2.1. Concerns or complaints should be raised within three months of the incident or event to which the complaint relates (or, where the complaint relates to a series of incidents or events, within three months of the latest incident or event).
2.2. The Academy has four stages to its complaints procedure. The aim is to try to deal with the complaint, to the satisfaction of the Complainant, at the earliest possible stage.
- Stage 1 – Informal investigation of a concern.
- Stage 2 – Formal complaint investigated by a member of staff.
- Stage 3 – Formal complaint investigated by the Principal.
- Stage 4 – Complaint heard before a Complaint Panel.
2.3. Only if the complaint cannot be resolved at the informal stage would it be escalated to the formal stages. Only if the complaint cannot be subsequently resolved at the formal stages would it be escalated to a Complaint Panel Hearing.
…