Please find out complaints procedure policy below:
Concern or Complaint Received Stage 1 – INFORMAL STAGE SCHOOL ACTION
Informal discussion with the class / form / subject / pastoral teacher or other relevant member of staff, usually resulting in the resolution of the issue. If the complaint is about the Head teacher – proceed to Stage 2*.
Within 7 school days, the complainant is informed of the action to be taken to resolve the issue. If they are not satisfied with the outcome a copy of the school’s complaint procedure will be given together with information on how to proceed to Stage 2. If the Head teacher has addressed the complaint at this stage, then the matter should progress to Stage 3.
FORMAL STAGE Stage 2 – COMPLAINT HEARD BY HEAD TEACHER
The complaint is submitted to the Head teacher Within 5 school days the Head teacher will acknowledge receipt of the complaint and after investigation will provide a full written response to the complainant within 15 school days. If the complaint is not resolved at the stage, information us given on how to progress the complaint to Stage 3.
Stage 2* COMPLAINT HEARD BY CHAIR OF GOVERNORS (if the complaint is about the Head teacher)
A written complaint is sent to the Chair of Governors The Chair of Governors acknowledges receipt and provides a full written response within 15 school days. If the complaint is not resolved at the stage, information us given on how to progress the complaint to Stage 4.
Stage 3 – INVESTIGATION BY THE CHAIR OF GOVERNORS
Complainant writes to the Chair of Governors within 10 school days of receiving the response confirming they remain dissatisfied and requesting further investigation of their complaint. The Chair acknowledges receipt and provides a full written response within 20 school days. If the complaint is not resolved at the stage, information us given on how to progress the complaint to Stage 4.
Stage 4 – COMPLAINTS APPEAL PANEL (CAP)
Complainant writes to the Clerk of the Governing Board within 10 school days of receiving the response, requesting an appeal to be heard by a Complaints Appeal Panel. The Clerk will acknowledge receipt of the complaint within 3 school days and will arrange for a CAP to meet within 20 school days. Once the CAP meeting has taken place, the Clerk will inform the Complainant of the outcome within 5 school days.
Final Stage - APPEAL
If the Complainant remains dissatisfied with the outcome, they have the right to refer their complaint to the Secretary of State. The Secretary of State may intervene if a Governing Board has acted unlawfully or unreasonably.