Page 14 - Complaints Policy & Procedures Sep20

Appendix 1: Academy Complaints Procedure for Academy / Trust
Dealing with concerns at the earliest opportunity – Informal stage
If parents, pupils or members of the public have concerns they should:
 Discuss their concerns with the member of staff most directly involved and, if not satisfied;
 Discuss their concerns with a senior member of staff and, if not satisfied; (this stage will not
apply in small academies);
 Discuss their concerns with the Headteacher.
At each stage in the procedure, academies will want to keep in mind ways in which a concern or complaint can be resolved. It might be sufficient to acknowledge that the concern or complaint is valid in whole or in part. In addition, it may be appropriate to offer one or more of the following:
 an apology;
 an explanation;
 an admission that the situation could have been handled differently or better;
 an assurance that the event complained of will not recur;
 an explanation of the steps that have been taken to ensure that it will not happen again;
 an undertaking to review academy policies in light of the complaint.
Complainants should be encouraged to state what actions they feel might resolve the problem at any stage. An admission that the academy could have handled the situation better is not the same as an admission of negligence. Equally, an effective procedure will identify areas of agreement between the parties. It is also of importance to clarify any misunderstandings that might have occurred as this can create a positive atmosphere in which to discuss any outstanding issues.
Only where all these avenues have been tried and found unsatisfactory should the complainant take a complaint to the Chair of the Local Governing Body (LGB) or Clerk to the LGB.
If the Headteacher considers s/he can do no more to resolve the complaint it should be stated explicitly that the complainant can write to the Chair of Governors if not satisfied.
If the complaint is about the Headteacher this should be directed to the Chair of the LGB.
Making a Complaint to the Local Governing Body
Where informal attempts have been unsuccessful in resolving a complaint, the complainant should complete a complaint form (appendix 2) and send to the Chair of LGB at the academy address. The envelope should be marked ‘FOR IMMEDIATE ACTION’ and staff in the academy office must ensure that the form is forwarded without delay. The complainant must complete this within 10 school days of the date of the response from the Headteacher. Requests outside of this timeframe will only be considered if the chair of LGB considers exceptional circumstances apply.
The complainant should set out the details of their complaint and include appropriate evidence. Electronic recordings will not be accepted as evidence
The complainant should also specify what they feel would resolve the complaint, and how they feel the previous stages of the procedure
have not addressed their complaint sufficiently.
On receipt of the complaint form, the Chair of Governors of the LGB (or other governor) will:
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September 2020 Page 10 of 18
However, we may accept independently notarised transcriptions of recordings. In such cases we
when we are asked to consider a complaint.
may also ask for the written consent of all recorded parties.