Complaints Policy

  • Follow Us

Complaints Policy

 

We are currently updating our policy and it will be made available here.

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

APPEALS PROCESS

Step 5

Written request to Chairperson

 to have case heard by

Appeals Sub-Committee

 of Board of Governors

 

 

 

 

 

 

 


4.2       Complaint about a member of the School’s Support Staff

 

4.2.1    Informal stage

 

Step 1 – Raising verbally with the Principal

A complaint concerning a member of the school’s support staff should be raised verbally with the Principal.  A meeting should be arranged with the Principal to discuss the issue(s).  In some circumstances, the Principal may not be able to deal effectively with your complaint immediately and s/he may require some time to investigate and respond. If further time is required, you will be informed of the timescale and the likely date by which the Principal will respond.

 

4.2.2      Formal Stage

 

            Step 2 – Writing to the Principal

Sometimes it will not be possible for you to have your complaint resolved through the informal processes proposed at Step 1 or it might be more appropriate to initiate the procedures formally.  You should write to the Principal, and state the grounds for your complaint as concisely as possible addressing specifically the issue(s) that are of concern to you.

 

You will receive a written acknowledgement of your letter within ten working days.  This will confirm that your letter has been received, and either:

 

  • provide a response to the issue(s) you raised; or

 

  • state that your complaint is being investigated and indicate when you can expect a response to be issued (normally a maximum of 20 working days from the date on which your letter was received).  The investigation may require you to meet the Principal and due notification will be given of such meetings.  The Principal may also talk to the parties relevant to the complaint.

 

            Step 3 – Writing to Chairperson of the Board of Governors

If you believe that your complaint has not been dealt with in a satisfactory manner following the completion of Steps 1, and 2 you should write to the Chairperson of the Board of Governors, including, if applicable, copies of the original correspondence relating to Step 2.  The Chairperson will be responsible for referring your complaint to a Complaints Sub-Committee of the Board of Governors, which will investigate and respond to your complaint.  The Complaints Sub-Committee will have a minimum of three voting members.

 

Your written complaint should be as concise as possible and address specifically the issue(s) that are of concern to you. You will receive a written acknowledgement of your letter within ten working days.  This will confirm that your letter has been received, and either:

 

  • provide a response to the issue(s) you raised; or

 

  • state that your complaint is being fully investigated and indicate when you can expect a response to be issued (normally a maximum of 25 working days from the date on which your written complaint was received).

 

The investigation may require you to meet the Complaints Sub-Committee of the Board of Governors and due notification will be given of such meetings.  The Complaints Sub-Committee of the Board of Governors may also talk to the parties relevant to the complaint.

 

Step 4 – Appeals Process

If you are dissatisfied with the decision of the Sub-Committee of the Board of Governors, you may appeal the decision to the Chairperson of the Board of Governors.  This procedure is outlined in Annex 1 on Page 14.

Making a complaint about a member of the school’s support staff (with timescales for responses)

 

 

Schedule Meeting with Principal to discuss issue.

Discuss the complaint.

Implement any agreements.

Complaint resolved

 No further action required.

INFORMAL Stage

Step 1

Contact the Principal (verbally)

to arrange a meeting.

 

 

 

Principal to examine complaint

 If complaint is from a member of staff or relates to a Child Protection issue it will no longer be dealt with under the Parental Complaints Procedure, but will be dealt with under the relevant Employee Relations Policy or Child Protection Policy.

Principal to acknowledge receipt of letter of complaint (within 10 working days)

Investigate the complaint.

Implement any agreements/changes.

Principal to confirm outcomes in writing              (within 20 working days)

No further action required.

 

FORMAL Stage

Step 2

If complaint is unresolved following Step 1 or procedures are to be initiated at Step 2

write to the Principal.

Chairperson to acknowledge receipt of letter (within 10 working days)

Investigate the complaint/meet with complainant

Implement any agreements/changes

Confirm outcomes in writing                                    (within 25 working days)

No further action required.

 

FORMAL Stage

Step 3

If complaint remains unresolved following Steps 1 and 2 write to Chairperson of Board of Governors for referral to

Complaints Sub-Committee

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

Chairperson to acknowledge receipt of letter (within ten working days)

Meet with complainant                                                 (within 30 working days)

Consider the complaint.

Implement any agreements / changes

Confirm outcomes in writing                                            (by 40th working day)

 

 

APPEALS PROCESS

Step 4

Written request to Chairperson

 to have case heard by

 Appeals Sub-Committee

of Board of Governors.

 

 

 

 

 

 

 

4.3       Complaint about the Principal

 

Where a complaint relates to the Principal the matter will be dealt with formally by the Board of Governors.

           

            4.3.1 Formal Stage

 

Step 1 – Writing to Chairperson of the Board of Governors

Where a complaint relates to the Principal you should write to the Chair of the Board of Governors, stating the grounds for your complaint as concisely as possible.  The Chairperson will be responsible for referring your complaint to a Complaints Sub-Committee of the Board of Governors, which will investigate and respond to your complaint.  The Complaints Sub-Committee will have a minimum of three voting members.  You will receive a written acknowledgement of your letter within ten working days.  This will confirm that your letter has been received, and either:

 

  • provide a response to the issue(s) you raised; or

 

  • state that your complaint is being fully investigated and indicate when you can expect a response to be issued (normally a maximum of 25 working days from the date on which your written complaint was received).

 

            Step 2 – Appeals Process

If you are dissatisfied with the decision of the Sub-Committee of the Board of Governors, you may appeal the decision to the Chairperson of the Board of Governors.  This procedure is outlined in Annex 1 on page 11.

Making a complaint about the Principal (with timescales for responses)

 

 

 

Chairperson to examine complaint

If complaint is from a member of staff or relates to a Child Protection issue it will no longer be dealt with under the Parental Complaints Procedure, but will be dealt with under the relevant Employee Relations Policy or Child Protection Policy.

Chairperson to acknowledge receipt of letter (within 10 working days)

Investigate the complaint/meet with complainant.

Implement any agreements/changes.

Chairperson to confirm outcomes in writing (within 25 working days)

No further action required.

 

 

 

FORMAL Stage

Step 1

Write to Chairperson

of Board of Governors

for referral to

Complaints Sub-Committee

 

 

APPEALS PROCESS

Step 2

Written request to Chairperson

 to have case heard by

Appeals Sub-Committee of

Board of Governors

 

 

 

 

 

 

 

 

 

 

 

 

 

 


5.         Record Keeping

 

The Principal and Chairperson of the Board of Governors will maintain a record of all correspondence, conversations and meetings, concerning your complaint.  These records will be held confidentially in the school and will be kept apart from pupil records.  All such records will be destroyed three years after the date of the last correspondence on the issue.

 

 

  1. 6.            FRIVOLOUS OR vEXAtIOUS COMPLaints

 

Where the Board of Governors considers the actions of a parent/group of parents to constitute a frivolous or vexatious complaint, it will seek advice from the relevant employing authority in order to protect staff from further such actions.

ANNEX I

            Appeals Process – Appeals Sub-Committee of the Board of Governors

 

If you are dissatisfied with the decision of the Sub-Committee of the Board of Governors, you may write to the Chairperson of the Board of Governors within ten working days of receiving written feedback from the Complaints Sub-Committee, appealing their decision.  Your written request should be as concise as possible and set out specifically the grounds for your appeal.

 

The Chairperson will be responsible for establishing an Appeals Sub-Committee comprising of at least three members of the Board of Governors who were not involved in the original investigation.  You will be invited to a meeting of the Appeals Sub-Committee where your appeal will be heard.

 

You will receive a written acknowledgement of your letter within ten working days.  This will confirm that your letter has been received and provide you with the date and time of the meeting with the Appeals Sub-Committee at which you will have an opportunity to explain the grounds for your appeal.  This meeting will normally take place within 30 working days of your appeal request having been received.

 

Within ten working days of this meeting, you should expect a final written response.  This will indicate the Governors’ findings, their recommendations and the reasons supporting their decisions.

 

The decision of the Appeals Sub-Committee is final.  At the end of the process the Chairperson will inform you, in writing, that the Complaints Procedure has been exhausted and that the matter is considered closed.