Page 8 - Complaints Policy & Procedures Sep20

of the following:
 an explanation
 an admission that the situation could have been handled differently or better
 an assurance that we will try to ensure the event complained of will not recur
 an explanation of the steps that have been or will be taken to help ensure that it will not
happen again and an indication of the timescales within which any changes will be made
 an undertaking to review Trust / academy policies in light of the complaint
 an apology.
Where further investigations are necessary, new time limits will be set, and the complainant will be sent details of the new deadline with an explanation for the delay.
The formal procedures will need to be invoked when initial attempts to resolve the issue are unsuccessful and the person raising the concern remains dissatisfied and wishes to take the matter further.
A complaint is distinct from any formal disciplinary procedure. Staff who may be questioned as part of a complaints procedure must be treated fairly and have an opportunity to put their case. They should be offered support before responding to any investigation into a complaint.
If it becomes apparent that the complaint has the potential to be a disciplinary issue or if the complaint is against any member of staff, it is for the Headteacher or designated senior member of staff or, in the case of the Headteacher, the Chair of local governing body or designated governor, to determine if it is a disciplinary or capability matter. If this is the case, the matter will be dealt with by following the appropriate (disciplinary or capability) procedure and the complainant will be notified that this is the outcome of their complaint, i.e. “The matter has been referred to the appropriate procedure”.
4. Use of social media
The Trust considers that the promotion and continuance of a positive, healthy and safe school community ethos depends upon all members of the school community contributing to and being responsible for maintaining this. The Trust therefore actively encourages any individual with a concern to raise it as soon as possible within the process described. For the same reason, the Trust strongly discourages the use of social media in this respect, and asks parents and carers and others of the school community not to post on social media any issues which should more appropriately be dealt with within the academy’s processes for concerns and complaints.
5. Unreasonably persistent complaints
Most complaints raised will be valid, and therefore we will treat them seriously. However, a complaint may become unreasonable if the person:
 Has made the same complaint before, and it’s already been through the Trust’s complaints procedure
 Makes a complaint that is obsessive, persistent, harassing, prolific, defamatory or repetitive
 Knowingly provides false information
 Insists on pursuing a complaint that is unfounded, or out of scope of the complaints
procedure
DCAT Complaints Policy and Procedures
September 2020 Page 4 of 18