School Complaints Procedure
This procedure is intended to allow you to raise a concern or complaint relating to the school, or the services that it provides.
An anonymous concern or complaint will not be investigated under this procedure, unless there are exceptional circumstances.
To enable a proper investigation, concerns or complaints should be brought to the attention of the school as soon as possible. In general, any matter raised more than 3 months after the event, being complained of, will not be considered.
Raising a concern or complaint
Stage 1 (Informal Stage)
- Complainant has an informal discussion with the person closely involved with the complainants cause for concern or with the Headteacher direct.
- If after the discussion the matter is not resolved or if the complainant is not happy with the way that it has been handled then the process moves to the next stage.
- However, every effort should be made to resolve the matter at this stage.
Stage 2 (Formal Stage)
- Once a formal written complaint is received from the complainant then the Headteacher will undertake an investigation and reply in writing to the complainant within 15 days.
- However, if the complainant is not satisfied with the outcome then the complainant should move to the next stage.
- If a formal written complaint is received about the Headteacher from the complainant then the complaint must be sent to the clerk to the governors complaints appeal panel with a written reply being sent to the complainant within 15 days.
- If the complainant is not satisfied with the outcome then the complainant should move to the next stage.
Stage 3 (Formal Stage)
- The complainant writes formally to the clerk to the governors complaints appeal panel outlining the reasons why he/she is not happy with the outcomes of the Headteacher's investigation.
- The complainant requests that an appeals panel reviews the complaint.
- An appeals panel meets within 12 to 20 days after receipt of the complainants letter.
- The complainant may request an investigation by the LA if he/she feels that that the review has not been handled fairly or if it has not been conducted in accordance with the school's complaints procedures.
Formal Complaint to a Local Authority
- Once a request has been received then the Local Authority complaints officer will only investigate whether the school has followed correct procedures in dealing with complaints but will not investigate the complainants original complaint.
- After the investigation the complaints officer will write formerly to the complainant.
- If the result is that the school did not follow correct procedures then the complaint will be referred back to the chair of the governing body.
- If the result is that the school dealt with the complaint correctly then the Local Authority cannot make the school change its decision.
- The complainant may now wish to lodge an appeal with the Secretary of State for Education or with the Local Government Ombudsman.
Complaints regarding the Curriculum and General Educational Provision
All curriculum and general educational provision complaints will be dealt with by the Local Authority in line with their set complaints procedures.
Any review of the process followed by the school will be conducted by a panel of 3 members of the governing body. This will usually take place within 10 school days of receipt of your request.
The review will normally be conducted through a consideration of written submissions, but reasonable requests to make oral representations should be considered sympathetically.