General Records of all conversations and meetings with parents to resolve complaints will be kept. Copies of correspondence and will be kept on file in the school’s records, separately from individual student records. If at any stage in the procedure it becomes apparent that for any reason the complaint falls outside of this general complaints procedure, parents will be informed. There may be rare occasions when, despite all the stages of the procedure having been followed, a parent remains dissatisfied. If the parent seeks to re-open the same issue, the school reserves the right to inform him/her in writing that the procedure has been exhausted and the matter is closed. Complaints need to be considered, and resolved, as quickly and efficiently as possible. The time limits set within this procedure will be adhered to wherever possible, however where further investigations are necessary, new time limits can be set and the complainant sent details of the extended deadline, with an explanation of the reasons for extending. Where complaints are made about events that took place more than 6 months earlier, or where a student concerned has left the school, the school reserves the right to not consider those complaints through this procedure, for example where proper investigation would not be possible given the passage of time or where it is clearly impossible for the Governing Body to put things right for that student. However, the Governing Body has a duty of care to the students who remain on roll and where appropriate such complaints may be considered by means of a management review. In these circumstances the parent will be informed of any changes to practice and procedures which have been agreed by the Governing Body as a result of the issues raised but there is no right of escalation through this procedure. Complaint Procedure - Informal Stage On occasion, a parent may raise a concern directly with school staff informally. At this stage, it may be unclear whether the parent is making a complaint or seeking information or clarification. In any event, the school aims to resolve the concern at this point in a speedy and effective way, without recourse to the formal stages of this procedure. At this stage issues can be raised verbally or in writing. If the concern is not resolved the opportunity will be given to discuss the matter with a member of the Headship Team nominated by the school. In the case of an issue raised about a decision or action by the Head Teacher, the matter will always be considered by the Head Teacher.
General Records of all conversations and meetings with parents to resolve complaints will be kept. Copies of correspondence and will be kept on file in the school’s records, separately from individual student records. If at any stage in the procedure it becomes apparent that for any reason the complaint falls outside of this general complaints procedure, parents will be informed. There may be rare occasions when, despite all the stages of the procedure having been followed, a parent remains dissatisfied. If the parent seeks to re-open the same issue, the school reserves the right to inform him/her in writing that the procedure has been exhausted and the matter is closed. Complaints need to be considered, and resolved, as quickly and efficiently as possible. The time limits set within this procedure will be adhered to wherever possible, however where further investigations are necessary, new time limits can be set and the complainant sent details of the extended deadline, with an explanation of the reasons for extending. Where complaints are made about events that took place more than 6 months earlier, or where a student concerned has left the school, the school reserves the right to not consider those complaints through this procedure, for example where proper investigation would not be possible given the passage of time or where it is clearly impossible for the Governing Body to put things right for that student. However, the Governing Body has a duty of care to the students who remain on roll and where appropriate such complaints may be considered by means of a management review. In these circumstances the parent will be informed of any changes to practice and procedures which have been agreed by the Governing Body as a result of the issues raised but there is no right of escalation through this procedure. Complaint Procedure - Informal Stage On occasion, a parent may raise a concern directly with school staff informally. At this stage, it may be unclear whether the parent is making a complaint or seeking information or clarification. In any event, the school aims to resolve the concern at this point in a speedy and effective way, without recourse to the formal stages of this procedure. At this stage issues can be raised verbally or in writing. If the concern is not resolved the opportunity will be given to discuss the matter with a member of the Headship Team nominated by the school. In the case of an issue raised about a decision or action by the Head Teacher, the matter will always be considered by the Head Teacher.