Page 3 - Complaints Policy & Procedures Sep20

Contents
1. 2.
Introduction ........................................................................................................................................................ 1
General Principals..............................................................................................................................................1 Principles informing our complaints procedure ............................................................................................. 1 Definitions................................................................................................................................................................ 1 Who can complain? ............................................................................................................................................... 2 Timescales................................................................................................................................................................ 2 Duplicate Complaints............................................................................................................................................2 Consistency of Treatment and Fairness ........................................................................................................... 2 Delegation................................................................................................................................................................ 2 Monitoring and Evaluation ................................................................................................................................... 3
The Responsibility of the Academy...............................................................................................................3 Using the Complaints Procedure ....................................................................................................................... 3 Resolving Complaints............................................................................................................................................3
Use of social media ........................................................................................................................................... 4 Unreasonably persistent complaints ............................................................................................................. 4 Unreasonable Complaints ............................................................................................................................... 5 Barring from the School Premises.................................................................................................................6 Complaints out of scope.................................................................................................................................. 7
Admissions ............................................................................................................................................................... 7
Statutory assessments of Special Educational Needs (SEN)........................................................................7
Matters likely to require a Child Protection Investigation...........................................................................7
Exclusion of children from school......................................................................................................................7
Whistleblowing ....................................................................................................................................................... 7
Staff grievances........................................................................................................................................................7
Staff Conduct and/or Competency Complaints..............................................................................................7
Complaints about services provided by other providers who may use school premises or facilities. .................................................................................................................................................................................... 8
Complaints about the curriculum ...................................................................................................................... 8 Complaints about collective worship................................................................................................................8 Withdrawal from the curriculum.......................................................................................................................8
3.
4. 5. 6. 7. 8.
9.
Appendix 1: Academy Complaints Procedure for Academy / Trust ...........................................................10
Withdrawal of a complaint..............................................................................................................................8
Dealing with concerns at the earliest opportunity – Informal stage .......................................................10 Making a Complaint to the Local Governing Body......................................................................................10 Mediation................................................................................................................................................................ 11 Governors’ Complaints Panel...........................................................................................................................11
Timeline .............................................................................................................................................................12