Page 5 - Complaints Policy & Procedures Sep20
P. 5
1. Introduction
It is in everyone’s interest that complaints about an academy or the Trust are resolved at the earliest possible stage. The experience of the first contact between the complainant and the academy or Trust can be crucial in determining whether the complaint will escalate. To that end, the academy or Trust must be clear about the procedures they will apply when they receive a complaint.
In most cases within an academy, the class teacher will receive the first approach and it is helpful when staff are able to resolve issues on the spot. This may include offering a clear explanation; in some cases, accepting that a situation could have been handled better whilst in other cases an apology may be appropriate.
This complaints policy is written for both the Trust and its academies. It is expected that complaints relating to an individual academy will be made to that academy. Complaints regarding the Trust, including in relation to actions taken by its centrally employed staff, should be directed to the Trust. For complaints against the Trust, all references to “Headteacher” will mean the Chief Executive Officer and all references to “Local Governing Body” and “Local Governors” will mean the “Board of Trustees”.
2. General Principals
Principles informing our complaints procedure
This procedure is designed to:
be well publicised and easily accessible;
be simple to understand and use;
be impartial;
be non-adversarial;
allow swift handling with established time limits for action and keeping people
informed of the progress;
allow a mediation process if agreed by the complainant;
allow for a hearing of a panel of local governors, where appropriate; respect people’s
desire for confidentiality, wherever possible;
address all points of issue, provide an effective response and appropriate redress
where necessary;
allow opportunity for learning and improvement where applicable.
Definitions
Where the term “relevant body” has been used within this procedure, this means the Board of Trustees of DCAT;
Unless indicated otherwise, all references to “teacher” include the Headteacher;
Unless indicated otherwise, all references to ‘staff’ include both teaching, support staff and
DCAT centre administrative staff.
The difference between a concern and a complaint
DCAT Complaints Policy and Procedures
September 2020 Page 1 of 18
The underlying principle is that concerns ought to be handled promptly to reach a mutually satisfactory resolution or outcome at the earliest stages of a complaint. The requirement to have a complaints procedure need not in any way undermine efforts to resolve the concern informally.
