Complaints policy

 

Principles underpinning the process

The School is committed to ensuring that all complaints are acted upon fairly.  The complaints process should:

·         be simple to understand

·         be impartial

·         be non-adversarial

·         deal with issues promptly

·         respect confidentiality

·         provide an effective response and redress, where appropriate

·         influence how the School operates in future if there are opportunities for improvement

 

Stage 1:  Complaint initially heard by staff member

·         recommended maximum timescale for response: 10 working days from receipt of complaint

·         any complaint or concern should be resolved informally whenever possible

·         staff should always try to resolve a complaint, not make the situation worse

·         the Student Planner advises parents about who they should contact in particular situations

·         all staff should record any conversation with the complainant on the usual School forms, and a copy placed on a student’s file, where appropriate

·         all staff should follow all procedures outlined in the ‘Communications’ section of the Staff Handbook

 

Stage 2:  Complaint heard by Headteacher

Where a situation is not resolved, the complainant should write to or email the Headteacher, outlining their concerns.

·         the Headteacher should acknowledge receipt of the complaint in writing within 24 hours

·         the Headteacher should then investigate the complaint and make contact with the complainant to pass on the findings of the investigation.  This should usually be done within 10 working days

·         this feedback should be designed to resolve the complaint, regardless of whether the complaint itself is found to be fully justified, partly justified or unfounded

 

The response from the Headteacher may include any of the following:

·         an apology

·         a clear acknowledgement that the School has been at fault

·         an explanation of the steps that are being taken to avoid such a problem in the future

·         an explanation of any misunderstanding on the part of the complainant about what may have happened

·         a clarification of School policy, if necessary

·         any actions that may help in providing the complainant with redress

 

Stage 3:  Complaint heard by Governing Body

·         if the Headteacher is unable to resolve the complaint, or if the Headteacher is the subject of the complaint, then the complainant should write directly to the Chair of Governors

·         recommended maximum timescale for response: 20 working days from receipt of complaint

·         the School should also make available to the Governing Body all the records of how matters have been handled

·         the Chair of Governors should decide whether to deal with the matter directly or convene the complaints panel

·         if the decision is taken not to deal directly, the Governing Body complaints panel should be convened and proceed as outlined in Annexe B of the LA advice to Schools

·         a written invitation to the hearing should be sent to the complainant

 

The meeting should follow the following procedures:

·         the complainant is invited to outline their complaint

·         witnesses may be called in to support the complainant

·         the Headteacher has the opportunity to question the complainant and/or witnesses

·         the Headteacher responds to the complaint

·         witnesses may be called to support the Headteacher

·         the complainant may question the Headteacher and/or witnesses

·         the panel may ask questions at any point

·         the complainant sums up

·         the Headteacher sums up

·         both parties leave while the panel deliberates in confidence

 

The Chair of the panel writes to both parties within three days, informing them of the decision.

 

Stage 4:  Complaint heard by Secretary of State for Education

·           Please put your concerns in writing directly to:
     Secretary of State for Education
     Department for Education
     Castle View House
     East Lane
     Runcorn
     Cheshire
     WA7 2GJ

·         The Secretary of State for Education will exercise discretion in deciding whether or not to pursue a complaint and, as a general rule, will:
-  refer a complaint back to a Governing Body if it has not been afforded a reasonable opportunity to investigate it
-  not investigate complaints which are clearly vexatious or have no merit
-  not investigate complaints about matters that occurred more than 12 months ago

·         The Local Government Ombudsman has no formal role in the handling of school complaints for Barking and Dagenham Schools from 1^st August 2012

·         recommended maximum timescale for response to be advised in guidance from Secretary of State

 

Vexatious complaints

There will be occasions when, despite all stages of the procedures having been followed, the complainant remains dissatisfied.  If the complainant tries to reopen the same issue, the Chair of the Governing Body is able to inform them in writing that the procedure has been exhausted and that the matter is now closed at School level.

 

This does not preclude a complaint being escalated to Stage 4.  The Secretary of State for Education will make an independent judgement about each case.

 

Complaints about an issue relating to the work of the Castle Green staff team are not covered by these arrangements.