Aim

The Academy is committed to ensuring that all complaints are acted upon fairly.  The process should be;

• simple to understand
• be impartial
• be non-adversarial
• deal with issues promptlya
• respect confidentiality
• provide an effective response and redress, where appropriate
• influence how the Academy operates in the future if there are opportunities for improvement

Policy Statement

We need to know as soon as possible if there is any cause for dissatisfaction.  Parents and students should never feel or be made to feel that a complaint, made in a reasonable and appropriate way, will be taken amiss or will reflect adversely on the student or their opportunities at this Academy.  We will investigate and try to resolve a complaint in a positive manner and will treat every complaint as an opportunity.

Complaints Form

Every concern or complaint notified to a member of staff should be noted together with the action taken, on a standard form known as a ‘Complaints form’. All complaint forms should be kept confidential except under the following circumstances;

• information will be made available as required to give parents and other interested parties information about the number of complaints registered under the formal procedure during the preceding year
• information will be made available as required to inspectors undertaking inspection under Section 163 of the Education Act 2002
• information will be made available as required to the Secretary of State if requested

In the event of the person making the complaint wishing to keep the complaint on an informal basis then the form may not be completed.  However, the person receiving the complaint must be confident that;

• the complaint can be resolved quickly and easily
• the cause for the complaint is very unlikely to happen again

To download the complaints policy and form please click on the following link: Complaints Policy and Form

Procedures

Stage 1  Complaint initially heard by staff member.

• recommended maximum timescale : 10 working days
• any complaint or concern should be resolved informally whenever possible
• staff should always try to resolve a complaint, not make the situation worse
• complainant advised of any action to be taken where appropriate

Stage 2  Referral to Principal.

• where a situation is not resolved, the complainant should write to the Principal outlining their concerns
• the Principal should acknowledge receipt of the complaint within 3 working days
• the Principal should then investigate the complaint and make contact with the complainant to pass on the findings of the investigation.  This should be done within 10 working days
• this feedback should be designed to resolve the complaint, regardless of whether the complaint itself is found to be fully justified, partly justified or unfounded

The response from the Principal may include any of the following;

• an apology
• an acknowledgement the Academy has been at fault
• an explanation of the steps that are being taken to avoid such a situation in the future
• an explanation of any misunderstanding on the part of the complainant about what may have happened
• a clarification of Academy policy
• any actions that may help in providing the complainant with redress

Stage 3  Complaint heard by Governing Body.

• if the Principal is unable to resolve the complaint, or if the Principal is the subject of the complaint then the complainant should write directly to the Chair of Governors
• recommended maximum timescale for response: 20 working days from receipt of complaint
• the Academy should make available to the Governing body all records of how matters have been handled
• the Chair of Governors should decide whether to deal with the matter directly or convene the complaints panel
• if the decision is taken not to deal directly, the Governing Body complaints panel should be convened.  One person on the convened panel will not be connected with the management and running of the Academy in any way, i.e. they will not be a member of the ALT or a Governor
• a written invitation to the hearing should be sent to the complainant giving them the opportunity to attend the panel and if they wish, to be accompanied by one other person  

 The meeting should follow the following procedures;

• the complainant is invited to outline their complaint
• witnesses may be called in to support the complainant
• the Principal has the opportunity to question the complainant and or witnesses
• the Principal responds to the complainant
• witnesses may be called to support the Principal
• the complainant may question the Principal/witnesses
• the panel may ask questions at any point
• the complainant sums up
• the Principal sums up
• both parties leave while the panel deliberates in confidence

The Chair of the panel writes to both parties within 3 working days informing them of the decision.

Vexatious Complaints

There will be occasions when despite all stages of the procedures having been followed, the complainant remains dissatisfied.  If the complainant tries to reopen the same issue, the Chair of Governors is able to inform them in writing that the procedure has been exhausted and the matter is closed.