Page 15 - Complaints Policy & Procedures Sep20

 clarify the nature of the complaint and what remains unresolved;
 contact complainant (if unsure or further information is necessary);
 clarify what the complainant feels would put things right.
 investigate the complaint
At this point the chair of governors (or other governor) will decide which of the following is required:
 A written response to the complaint (which may include an offer of mediation)
 A mediation stage
 A referral to a governor’s complaint panel
Mediation can only proceed if the complainant and the Headteacher are willing for it to be tried. If mediation is not successful, the complaint will be considered by the governors’ complaints panel.
Mediation
Mediation can be a good way to resolve a complaint because:
 It gives both complainant and Headteacher another opportunity to hear each other’s points
of view (with a third party facilitating);
 It gives the third party an opportunity to help Headteacher and complainant identify and
build on areas of agreement;
 It gives Headteacher and complainant a structure within which they can resolve remaining
differences;
 If both complainant and Headteacher emerge from the mediation satisfied, that is the best
foundation for a continuing positive relationship between them;
 Even if the complaint continues to a governors’ panel, the issues to be considered are likely
to be much clearer following the mediation.
Mediation may elicit one or more of the responses listed below from either party:
 an acknowledgment that the complaint is valid in whole or in part; 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.
Governors’ Complaints Panel
Where the complainant is still not satisfied that their complaint has been dealt with fully and properly, they may choose to take it to a panel of Governors. The complainant must write to the Clerk of the LGB within 10 school days of the date of the formal written response from the Chair of LGB (or designated governor). Requests outside of this timeframe the clerk will seek advice from the Trust as to how this matter should be dealt with.
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.
DCAT Complaints Policy and Procedures
September 2020 Page 11 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.