Page 7 - Complaints Policy & Procedures Sep20

Monitoring and Evaluation
Any feedback or concerns regarding the procedure should be reported back in the first instance to DCAT.
3. The Responsibility of the Academy
All academies must have a complaints procedure. This must meet the standards set out in the Education (Independent School Standards (England) Regulations 2014.
The Local Governing Body (LGB) has delegated responsibility on behalf of the Trustees of DCAT for the academy and for ensuring that all pupils receive an appropriate and high standard of education. The Headteacher is responsible for making decisions on a daily basis about the academy’s internal management and organisation. The Trust should make it clear that parents and others should direct complaints to the academy in most circumstances.
This policy and procedure (see Appendix 1) will apply to all DCAT academies and the Trust centre. It is not intended to cover those matters for which there is a specific statutory process to object, complain or appeal – please see complaints out of scope.
Academies will publish the Complaints Policy and Procedure on the academy’s website.
Using the Complaints Procedure
 The resolution of a complaint can be an opportunity for the academy to improve its practice and develop further a strong partnership with parents.
 The complaints procedure should be easily accessible and well publicised, so that parents and other stakeholders know how to raise concerns.
 It is desirable for any complaint to be addressed by a member of staff/local governor at a level closest to the cause of concern.
 Procedures should be as swift as possible and ensure fairness to all involved. Timescales are provided in Appendix 1.
 Confidentiality is important in securing the confidence of all concerned. Conversations and correspondence must be treated with discretion. Parents or other stakeholders need to feel confident that a complaint will not disadvantage their child. However, the parties to a complaint should realise that some information may have to be shared in order to carry out a thorough investigation.
 If the investigation of a complaint shows that it is justified, then the academy should consider how to respond to it in an appropriate way.
 All complaints should be recorded and monitored to identify issues and allow any lessons to be learned by the academy.
 Staff and governors in academies should have the opportunity to take part in training or briefing to raise their awareness of the procedures and develop their skills in dealing with people who wish to complain.
Resolving Complaints
At each stage in the procedure, the academy seeks to resolve the complaint. If appropriate, we will acknowledge that the complaint is upheld in whole or in part. In addition, we may offer one or more
DCAT Complaints Policy and Procedures
September 2020 Page 3 of 18
Complaints made to more than one person will be
responded to by the appropriate person, determined by which stage the complaint is at,
unless there has been a delay outside of the timescales published in Appendix 1.