Parental Complaints Procedure

Allah does not purify a people among whom a weak man is not given his rights (Sahih Bukhari ) 

“The School is dedicated to providing excellent learning experiences for all pupils.” 

“Within our school there is an atmosphere which ensures that each person’s worth and dignity is   recognised.” 

Introduction 

This document sets out the school’s procedure for addressing complaints. It should be used only when informal attempts to resolve problems have been unsuccessful. If you have any concerns about the school or the education provided, please discuss the matter with your child’s form tutor at the earliest opportunity. The school considers any concerns very seriously and most problems can be resolved at this stage. 

Please note that this procedure does not apply to issues concerning the curriculum, collective worship, admissions, and exclusion appeals, decisions about your child’s special educational needs or grievances by school staff. These are the subject of separate complaints procedures. Copies of these procedures can be obtained from the school. 

All other complaints are handled by the school according to the arrangements set out below after all other avenues have been exhausted. 

Aims and Objectives 

The school will give careful consideration to all complaints and deal with them fairly and honestly. We will provide sufficient opportunity for any complaint to be fully discussed, and aim to resolve it through open dialogue and mutual understanding. 

Framework of Principles 

In applying this procedure, the school will: 

  • Ensure that this procedure is easily accessible and publicised, and is simple to use and understand; 
  • Be impartial; 
  • Be non-adversarial; 
  • Allow swift handling with established time-limits for action and keep people informed of progress; 
  • Ensure a full and fair investigation by an independent person, where necessary; 
  • Respect people’s desire for confidentiality, wherever possible (some information sharing may be necessary to carry out a thorough investigation); 
  • Address all points in issue, providing an effective response and appropriate redress, where necessary; 
  • Provide information to the school’s leadership management team so that services can be improved. 

Complaints and requests for review must be made within the deadlines set out below.  If any complaint or request for review is submitted late, the person receiving that complaint or request for review may agree to consider the complaint or request for review, despite the delay in making it, but he/she will not be obliged to do so. 

Formal Complaints Procedure 

All the deadlines stated in this procedure are calculated by reference to school days, i.e. days in terms of the school year (including INSET days).  A summary of the deadlines that apply in this policy appears at Annex 1. 

Stage 1 

If you feel that a concern has not been addressed through informal discussion with the class teacher, and you wish to have the matter formally investigated by an appropriate person from the school, please complete a complaint form (Annex 2). Any such complaint must be made as soon as possible. 

If you would like help completing the form, the school will be happy to provide the assistance of someone unconnected with the complaint. 

The filing of a complaint will be acknowledged within 3 days of receipt. 

If the matter is about:  

  • the day-to-day running of the school; 
  • the interpretation of school policies; or 
  • the actions or inactions of staff at the school  

It will be investigated by the Headteacher, or a senior member of staff nominated by the Headteacher. 

If the matter is about:  

  • school policies as determined by the Head Teacher;  
  • the actions or inactions of the Head Teacher; or 
  • the Headteacher 

It will be investigated by Senior teacher and a parent representative. 

The person investigating will review the way in which the complaint has been handled by the school and ensure that the issues have been dealt with properly and fairly. The person investigating will organise a meeting with you to discuss the complaint. He/she may ask for statements from staff or pupils, and may ask for copies of documents that may be relevant.  You will be informed of the outcome of this process within 15 days of receiving the complaint. 

If it becomes apparent that the complaint is a disciplinary or capability issue, then the matter will be dealt with by following the appropriate procedure rather than the complaints procedure. You will be notified if this is the case with your complaint, but you are not entitled to know which procedure or the final outcome.

Stage 2 

If you are not satisfied with the result from Stage 1, you may choose to refer your complaint to Stage 2 of the procedure. This must be done in writing to the school within 10 days of the completion of Stage 1. 

The filing of a notice of dissatisfaction will be acknowledged within 3 days of receipt. 

  1. If Stage 1 was investigated by the Headteacher or a senior member of staff nominated by the Headteacher, an Independent Educational Consultant will assess the manner in which the complaint was addressed and decide whether it has been properly dealt with.  

The Independent Educational Consultant will organise a meeting with you and the Headteacher, the meeting will take place within ten school days of your request for a review.  You will have the opportunity to submit written evidence on the complaint prior to the meeting.  You may also attend the meeting accompanied by a friend/partner, if you wish, to put your case. The Headteacher will be given the same opportunities. The Independent Educational Consultant may interview others and consider written submissions, as appropriate.  The Independent Educational Consultant will write to you with its conclusion within 15 days of receiving the notice of dissatisfaction.   

The school should be able to show that the complaint has received fair and proper consideration within the school’s procedure. If there are any concerns as to whether that standard has been met, the Headteacher may be asked to re-open the investigation. You will be kept informed of any delay. 

  1. When Stage 1 has been investigated by Senior Teachers and a parent representative, Stage 2 will be carried out by an Independent Educational Consultant, who will follow the procedures set out in A above. 

In either A or B, the persons involved will have no detailed prior knowledge of the complaint, or connection with you.  

Stage 3 

If you are not satisfied after the Independent Educational Consultant has completed a Stage 2 review, you may choose to refer your complaint to Stage 3 of the procedure. This must be done in writing to the school within 10 days of the completion of Stage 2. 

The filing of a notice of dissatisfaction will be acknowledged within 3 days of receipt. 

At this Stage, the complaint will be considered by a panel. The panel will consist of at least three people, who were not directly involved in any previous consideration of the complaint, one of whom will be independent of the management and running of the school. This will normally be arranged within fifteen school days of your complaint being received, depending on the availability of all concerned .  The panel shall complete Stage 3 within 15 days of receiving the notice of dissatisfaction. 

The decision of the panel is final. If you are still not satisfied, you may wish to put your complaint to the Secretary of State for Education and Skills.  

Monitoring and Review

        The Head Teacher monitors the complaints procedure, in order to ensure that all complaints are handled properly. The Headteacher logs all formal complaints received by the school and records how they were resolved. The Independent Educational Consultant this log on an annual basis and consider the need for any changes to the procedure.  

Reviewed by Head teacher; June 2016 

Next review: June 2017

Annex 1 – Summary of deadlines 

Stage 1 

Filing of complaint 

As soon as possible 

 

Acknowledgement of receipt of complaint 

Within 3 days of filing 

 

Determination of complaint 

Within 15 days of filing 

Stage 2 

Filing of notice of dissatisfaction with Stage 1 determination 

Within 10 days of determination of Stage 1 complaint 

 

Acknowledgement of receipt of notice of dissatisfaction 

Within 3 days of filing 

 

Determination of notice of dissatisfaction 

Within 15 days of filing 

Stage 3 

Filing of notice of dissatisfaction with Stage 2 determination 

Within 10 days of determination of Stage 2 complaint 

 

Acknowledgement of receipt of notice of dissatisfaction 

Within 3 days of filing 

 

Determination of notice of dissatisfaction 

Within 15 days of filing

Annex 2 - Example of a complaint form 

Please complete and return to the Headteacher who will acknowledge receipt and explain what action will be taken. 

Your name: 

Pupil’s name:

Your relationship to the pupil:  

Address: 

Day time telephone number:  

Evening telephone number: 

Please give details of your complaint.

What action, if any, have you already taken to try and resolve your complaint?  (Who did you speak to and what was the response?)  

What actions do you feel might resolve the problem at this stage? 

Are you attaching any paperwork? If so, please give details. 

Signature: 

Date: 

Official use Date acknowledgement sent: 

By whom: 

Complaint referred to:  

Date: