Complains Policy  

Reviewed:              Dec 2010

Next Review Due:  Dec 2012

 

Introduction  

The Plume School recognises that at times things can and do go wrong.  The School governors and staff believe that it is in everyone’s best interest to resolve concerns and complaints at the earliest possible stage.

 

 

This policy therefore seeks to help parents/carers understand how to resolve concerns about their child’s education.

 

 

Scope  

The scope of this policy covers most complaints that the School is likely to receive from parents or students.  However it is not intended to cover aspects for which there are specific statutory requirements, in particular, complaints about the delivery of the curriculum or the provision of collective worship or religious education.

 

In addition,

Parents who are not satisfied with a special needs assessment may appeal to an SEN Tribunal.

• Concerns about admissions or exclusions have specific appeal rights to the governors and are detailed in the relevant policies.
• Allegations of child abuse will be dealt with through the Child Protection Policy;
• Complaints of financial improprieties or other criminal activities will be dealt with through the Whistleblowing Policy.

General Principles  

Plume School Complaints Procedure will:

• encourage resolution of problems by informal means wherever possible;
• be easily accessible and publicised;
• 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;
• ensure a full and fair investigation by an independent person where necessary;
• respect people’s desire for confidentiality;
• address all the points at issue and provide an effective response and appropriate redress, where necessary;
• provide information to the School’s Senior Leadership Team so that services can be improved.

 

Our Five Stage Procedure  

The following are the key stages of our complaints procedure.

 

Stage 1 - An informal discussion

Stage 2 - Referral to the Director of Site for Investigation

Stage 3 - Referral to the Headteacher

Stage 4 - Review by the Governors

Stage 5 - Review by an Independent Panel

Stage 6 - Referral to the Department for Education (DfE)

 

Note:

If a complaint is made directly against the Headteacher the procedure begins at Stage 4.

 

 

Stage 1 - An informal discussion  

Our experience is that the vast majority of concerns and complaints can be resolved informally to the full satisfaction of those who raise them.  There are many occasions where concerns can be resolved straight away, providing the complainant with the benefit of an immediate response, and avoiding the need to submit a formal complaint.

 

Concerns may be raised with any member of the School staff depending on the type of issue to be discussed.

 

By their nature, we do not impose specific timescales for dealing with concerns at this stage, or monitor them formally, although all issues will be considered as quickly and effectively as possible.

 

The person who raised the issue will be informed of any action to be taken to resolve it and if appropriate this will be confirmed in writing.

 

If the person is dissatisfied with the response given they should refer to Stage 2 below.

 

Stage 2 - Referral to the Director of Site for Investigation  

If a complainant (including a parent/carer making a complaint) is unhappy with the response from Stage 1, they will be offered, before a formal investigation begins, an informal meeting with the Director of Site or other member of senior staff to discuss their concerns and wishes.  It may still be appropriate to reach an informal resolution at this point.  The Director of Site will also support the complainant in deciding whether the complaint is best dealt through this policy or another statutory procedure, and will advise the complainant on the next steps they would need to take. 

If it is agreed to deal with the complaint through this policy, then a formal written complaint should now be provided to the Director of Site.  This will be acknowledged within 3 school days of receipt. 

The Director of Site, or a senior member of staff on behalf of the Director of Site, will now conduct an investigation:

• Interviews and statements will be taken as necessary.
• All persons interviewed will have the right to be accompanied or represented by a friend or relative at discussions and hearings. 

A written response will be sent to the complainant within 10 school days of the initial acknowledgement.  The response will determine whether or not the complaint has been upheld, the reasons why and what action, if any, will be taken. 

If the complainant remains dissatisfied after this response, they should refer to Stage 3 and put the complaint in writing to the Headteacher, including the reasons why they believe it has not been resolved. 

Written records will be kept of all complaints, including a record of at what stage the complaint was resolved, and these are available for inspection by either the proprietor or the Principal.  The School will ensure that all correspondence, statements and records of complaints are kept confidential and held securely and separate to any students’ personal records.   

A summary of complaints will be reviewed by Governors on an annual basis.  If the complainant remains dissatisfied after this response they should refer to Stage 3.

 

 

Stage 3 - Referral to the Headteacher for Investigation 

 

If a parent/carer is still dissatisfied after stage 2, they can refer the matter to the Head teacher. This should be done in writing, as this will often make the situation clear to all involved parties. 

 

If the issue is complex the head teacher may need to speak to other staff and students to investigate the concerns. This should happen within 10 school days. If this timescale cannot be met the head teacher should inform the parent/carer that this will take longer, explain the reasons for this and give a timescale for when the investigation will be completed. 

 

The Head teacher will then respond to the parent/carer in writing or, if appropriate, offer a meeting with the parent/carer or other complainant at a mutually convenient time.  At the meeting, and through discussion, the Head teacher will clarify what the issues are. The hopes of what the parent/carer is trying to achieve will also be discussed. Together all parties will agree an acceptable outcome. This should be to the satisfaction of all parties involved.  These should be written down and agreed by all parties so there is no misunderstanding.  Again parents/carers should be given a copy of this. 

 

 

 

If the complainant remains dissatisfied after this response they should refer to Stage 4.

 

 

 

  

Stage 4 – Review by the Governors  

The complainant must submit a written request to the Chairman of Governors for their complaint to be further considered.  This request will be acknowledged within 10 school days.  The acknowledgement will inform that the complaint is to be heard by three members of the Governing Body within 20 school days.  These governors will have had no previous involvement in the complaint. 

The aim of the hearing will be to resolve the complaint and if at all possible achieve reconciliation between the School and the complainant. 

The complainant (including any parent/carer making a complaint) will be invited to attend the hearing and can be accompanied if he/she so wishes. 

A written statement outlining the decision of the Governors will be sent to the complainant and the Headteacher.  It will also explain whether a further appeal can be made and if so, to whom.

 

Stage 5 – Review by an Independent Panel  

Should the complainant remain dissatisfied with the outcome from Stage 4, they may request that the Governors consider setting up an independent arbitration panel consisting of an independent local representative, a governor and a parent, none of whom have had a direct involvement in the previous stages in relation to this complaint, or the complainant.  Both parties would be encouraged to agree ahead of time to abide by its findings, if not, the panel can only express a view about the complaint and the means of resolving it.  The arbitration panel has no legal basis for imposing its will.

 

 

Stage 6 – Referral to the DfE 

Complaints can be taken to the Secretary of State on the grounds that a governing body is acting or proposing to act unreasonably or on the grounds that either has failed to discharge its duties under the Education Act. 

 

Monitoring, Evaluation and Review 

The Governing Body will review this policy at least every two years and assess its implementation and effectiveness.  The policy will be promoted and implemented throughout the School.