  5:
Procedure for Handling Complaints |
5.1. Response Standards |
| We believe that most complaints can be resolved
satisfactorily by informal discussion either over the telephone
or through a meeting involving the key people involved. We will
normally acknowledge complaints within five working days. We
will also normally provide a response or, if a lengthy investigation
is involved, an update on progress, within twenty working school
days. |
| In the case of a lengthy investigation complainants
will be kept informed of progress. |
| The main aim throughout the procedure is to resolve
the matter as quickly and effectively as possible, to everybody's
satisfaction. |
|
5.2 Stage One: Informal Complaints |
| Parents/carers and others should raise complaints
or concerns with the child's Classteacher, Form Tutor or Head
of Year -- whoever is most appropriate. |
| If a parent believes that the complaint or concern
is serious or sensitive s/he should talk to the Principal or
appropriate senior manager, who will investigate, and then report
back either in writing or, more usually at this informal stage,
through an interview with the complainant. |
| Although parents are encouraged to raise their
concerns/complaints with the relevant school staff we recognise
that parents may, on occasion, bring their complaint to the
attention of the LEA, by telephoning, or writing to the Director
of Education, Libraries and Heritage or the school's Assigned
Inspector. In such cases, school staff will work with the Assigned
Inspector in order to resolve the problem through the complaints
procedure, involving contact/discussion with the parents. |
| All colleagues involved in informal complaints
should keep written records, and should record the date on which
the informal complaint was made. |
| Every effort will always be made to resolve the
problem at this informal stage, including, possibly, the offer
of a conciliation meeting. |
| Complainants who remain dissatisfied at this stage
will be informed that they have the opportunity to make a formal
complaint. In such cases, complainants will be required to state
clearly in writing that they are making a formal complaint. |
| Individual complaints will not, at any stage,
be heard by, or referred to, the whole Governing Body, as this
could compromise the impartiality of any appeal or any disciplinary
hearing against a member of staff following a serious complaint. |
|
5.3 Stage Two: Formal Complaints |
| When they express an interest in making a formal
complaint, parents will be given a copy of the complaints leaflet
and reminded of the twenty school working day time limits included
in the process. |
| Formal complaints should be made in writing, should
state clearly that a formal complaint is being made and will
normally be investigated, in the first instance, by the Principal
or designated senior manager. |
| If the complaint directly concerns the Principal,
however, complainants should contact the Chair of Governors,
who will consult the school's Assigned Inspector and then investigate
the complaint. |
| Any other governors in receipt of complaints will
refer them to the Principal or the Chair of Governors, as appropriate,
and will not become further involved themselves. |
| If the complainant is dissatisfied with the Principal's
response, s/he should contact the Chair of Governors, who will
consult with the School's Assigned Inspector. |
| The Chair of Governors will determine a method
of further investigation and provide a formal response to the
complainant. The Assigned Inspector will normally be available
to advise the Chair of Governors over the investigation and
the response. |
| If the Assigned Inspector considers that the complaint
is complex or may have a legal dimension, s/he will refer it
through the appropriate Head of School Effectiveness for possible
support from an Education Officer. |
| If the Chair of Governors feels that it would
not be appropriate for him/her to investigate the complaint,
s/he may delegate the Vice-Chair of the Governing Body or another
governor to carry out the task and report confidentially to
him/her. In exceptional circumstances the Chair of Governors
might request that an Education Officer carry out the investigation.
|
| If a written complaint is received by the LEA,
the school's Assigned Inspector or an Education Officer will
consult with the Principal/Chair of Governors as appropriate
and determine a suitable method of investigation. The complaint
will then be dealt with following the complaints procedure. |
| The complainant will receive a written response
to his/her complaint. A meeting may also be arranged. |
| If an Education Officer has carried out an investigation
on behalf of the Chair of Governors, s/he will report in writing
confidentially to the Chair of Governors. The Chair will normally
share the whole report with the complainant, bearing in mind
data protection requirements. |
| If an Education Officer has carried out an investigation
on behalf of the Chair of Governors, the Chair will share his/her
response to the complainant with that officer and will inform
the him/her a) when the complainant has been contacted and b)
of the outcome. |
| Colleagues investigating complaints should not
visit complainants' homes. Alternative venues should be agreed. |
| In some cases, a complaint may lead to disciplinary
action against an individual, for which there are separate procedures.
If this is the case the complainant will be informed that the
complaint will be pursued through disciplinary action. Under
the ?Governing Body's disciplinary procedures, the outcome of
these procedures is confidential. |
| Complainants should normally receive a response
to their formal complaint within twenty school working days
of the receipt of that complaint. |
| When receiving the results of an investigation
into a formal complaint carried out by/on behalf of the Chair
of Governors, complainants should be informed of their right
to appeal and reminded that the time limit for requesting an
appeal hearing is twenty school working days from the date of
receiving feedback from the investigation. |
|
5.4 Stage Three: Appeal |
| If they remain dissatisfied after an investigation
by/on behalf of the Chair of Governors, complainants may appeal
to the Grievance Panel/Hearings Committee of the Governing Body
for a resolution of their complaint. A model agenda and guidance
for chairs of such hearings are available from Education Officers.
In serious cases, if invited by both parties, an Education Officer
will make every effort to attend the hearing, to act as procedural
adviser. The Committee will normally either a) dismiss the complaint
in whole or part or b) uphold the complaint in whole or part.
Appropriate recommendations may be made to the Principal or
Governing Body. The decision will be communicated in writing
to both sides, with reasons for the judgement given. |
| If the business of the appeal is not completed
in one session, the meeting will be adjourned and a date agreed
to reconvene. A reasonable date by which the appeal process
will be closed will also be agreed before adjournment. |
| The appeal meeting should normally take place
within twenty school working days of receipt of the request. |
| Under this complaints procedure there is no provision
for further appeal beyond Stage Three. |
| If, at any point, the complainant, having exhausted
the complaints procedure, attempts to reopen the same complaint,
s/he will be informed in writing that the procedure has been
exhausted and that the matter is now closed. |
| If, at any point, a complainant requests to proceed
to the next stage of the complaints procedure at a time past
the twenty working school day time limit, s/he will normally
be told in writing that the complaint has expired. |
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Text last issued/revised: November 2005 (unconfirmed)
