Complaints Policy

School’s Complaints Procedure

Introduction

The majority of issues raised by parents/carers, the community or pupils may, depending on their nature, be classes as a concern rather than a complaint. However in all cases it is important to follow the school’s formal complaints procedure. Burbage Primary School is committed to taking concerns seriously at the earliest stage, in the hope of keeping the number of formal complaints to a minimum and without needing formal procedures. The prime aim of this policy is to resolve the complaint as fairly and speedily as possible.

All complaints will be investigated with respect and integrity. Formal complaints will be dealt with in a sensitive, impartial and confidential manner. Malicious complaints may incur more appropriate action by the school.

The following details outline the stages that can be used to resolve concerns and complaints.

Burbage Primary School Complaints Procedure has four main stages.

– Stage 1 – A concern is raised informally with a staff member

– Stage 2 – A formal complaint is raised to the Headteacher

– Stage 3 – A formal complaint is raised to the Chair of Governors

– Stage 4 – Complaint is taken to the Governing Body’s Complaints Committee

Stage 1 – Raising a concern

Concerns can be raised with the school at any time and will often generate an immediate response, which will resolve the concern. If the concern is about your child, the school requests that parents/carers make their first contact with their child’s class teacher. If parents/carers wish to meet with their child’s class teacher, we respectfully ask them to make an appointment to discuss the situation. This ensures that enough time is allocated to listen to your concern and that lessons can start on time and uninterrupted. On some occasions the concern raised may require investigation, or discussion with others, in which case you will receive an informal but informed response within a day or two. The majority of concerns will be satisfactorily dealt with in this way. However, if you are not satisfied with the result at Stage 1, please write to the Headteacher within five school working days and state what you would like the school to do. The Headteacher will then look at your complaint at the next stage.

If the concern is about a member of staff, Stage 1 is not required and the formal procedure begins at Stage 2.

Stage 2 – Formal complaint to the Headteacher

This is the first stage of the formal complaints process. Before proceeding with a formal investigation, the Headteacher may meet with parents/carers to discuss their concerns and wishes. It may still be appropriate and satisfactory to reach an informal resolution at this point. If not, the concern is a definite complaint and must be formally submitted in writing or by email, to the Headteacher within five school working days. The Headteacher will formally acknowledge the complaint within three school working days of receiving it and begin an investigation. The Headteacher will provide a full written response to the parents/carers following the investigation, within ten school working days. Whilst the school endeavours to resolve matters as speedily as possible, importance must be given to a thorough investigation.

If you are not satisfied with the result at Stage 2, please write to the Chair of the Governors (via the school) within five school working days giving details of the complaint.

Stage 3 – Formal complaint to the Chair of Governors

This is the second stage of the formal complaints procedure. Complaints to the Chair of Governors must be submitted in writing by parent/carers, giving details of their complaint, the outcomes of Stages 1 and 2, and what further action or information they require. The Chair of Governors will formally acknowledge their complaint within five school working days of receiving it. The Chair of Governors may seek permission from parents/carers for an additional governor to assist in their investigation (particularly in cases where a child is on the Inclusion Register, advice from the governor with responsibilities for Inclusion may be sought). The Chair of Governors and the nominated governor (if permission is authorised) may meet with parents/carers to discuss their complaint as it may still be appropriate and satisfactory to reach an informal resolution. The Chair of Governors will provide a full written response to the parent/carers following the investigation, within ten school working days.

If you are not satisfied with the results at Stage 3, you must submit a written request to the Chair of Governors for your complaint to be considered by the Governing Body Complaints Committee. This must be done within five school working days from receiving your written response from the Chair of Governors.

Stage 4 – Governing Body Complaints Committee

The complainant must submit a written request to the Chair of Governors for their complaint to be considered by a complains committee. The Chair of Governors will acknowledge receipt of this letter within five school working days by letter to the complainant. The complaints committee will consist of three governors who have not previously been involved with dealing with the complaint. The aim of the complaints committee hearing is to impartially resolve the complaint and to achieve reconciliation between the school and the complainant. All parties will be notified of the complaints committees’ decision in writing within three school working days after the date of the hearing. The letter will also contain information on what you need to do should you wish to take the matter further.

The Governor’s Complaints Committee Hearing is the last school-based stage of the complaints process