It is in everyone’s interest that complaints are resolved at the earliest possible stage.  In most cases, when a member of staff is approached over a concern, it is resolved promptly and effectively.  Our complains procedure describes the more formal stages that may be invoked when initial attempts to resolve a concern are unsuccessful and the person raising the concern remains dissatisfied and wishes to take the matter further.  The complaints procedure fully complies with the principles and protocol included in DfES guidance note LEA/0180/2003.

Stage One

The complaint will be passed on to a senior member of staff who will contact the parent or carer within 24 hours to acknowledge receipt of the communication and clarify the issue.  The senior member of staff will undertake an investigation and report back to the parent or carer by telephone or at a meeting within one week of the initial contact.  The outcomes of the investigation and the details of any action to be taken will be recorded in a letter to the parent or carer.  All associated paperwork will be filed by the complaints co-ordinator and copied to pupil files where appropriate.

Stage Two

The Headteacher will hear a complaint that escalates from an unsatisfactory outcome at stage one.  The Headteacher will acknowledge the complaint within 24 hours and seek to clarify the issue.  The Headteacher will report back to the parent or carer about the outcomes of any subsequent investigation within one week by telephone or at a meeting.  The Headteacher will write to the parent or carer and school records will be updated and filed.

Stage Three

A parent or carer dissatisfied with the outcome of stage two should write to the Chair of the Governing Body via the school office.  The Chair will convene the Governing Body Complaints Appeal Panel, consisting of five governors, and operating in accordance with the DfES guidance.  A Complaints Appeal Panel hearing will be clerked and the decision notified to the parent or carer in writing within 48 hours.  School records will be updated and filed.

NOTE

At times, a parent or carer may choose to escalate directly to the Headteacher or to a governor.  Whenever possible, the school will try to gain the support of the parent or carer for the above procedure.  If the complaint concerns the conduct of the Headteacher or a governor, then a referral to the Chair/Vice-Chair is appropriate.