Department for Education, setting out their concerns in full and enclosing all previous correspondence. The address is: DfE, Sanctuary Buildings, Great Smith Street, London SW1P 3BT. and Actions DfE guidance on developing and applying complaints policies and procedures strongly encourages schools and governing bodies to differentiate between concerns and complaints and in both cases to keep procedures for dealing with them as informal as possible. The guidance recommends that schools: establish a member of who will act as complaints co-ordinator and who will take the initial responsibility for handling complaints in the case of Robinswood and Waterwells this will be the head. – Initially the complaint may be verbal and in most dealt with appropriately and informally by the head. This will be recorded however so that the overall level, nature and outcome of complaints can be reviewed and any necessary steps taken to improve policies and procedures. Any complaints will be dealt with within 10 working days. Further or more serious complaints may be put in writing. If necessary the head will initially hold a meeting between parties to resolve matters. The next stage is a formal meeting where aggrieved parties may bring along appropriate representatives. The school will also form a complaints committee of 3 governors to deal with complaints that can not be resolved by the head. Guidance DfE has produced extensive guidance, including example policies and procedures. Follow the link in Background Reading to the Complaints Procedure Toolkit. In addition, brief guidance on general complaints and curriculum complaints can be found in chapters 4 and 6 respectively of the Guide to the Law for School Governors or via the Overview article on the Curriculum Date of policy: February 2016 Date of next policy review: February 2019
Department for Education, setting out their concerns in full and enclosing all previous correspondence. The address is: DfE, Sanctuary Buildings, Great Smith Street, London SW1P 3BT. and Actions DfE guidance on developing and applying complaints policies and procedures strongly encourages schools and governing bodies to differentiate between concerns and complaints and in both cases to keep procedures for dealing with them as informal as possible. The guidance recommends that schools: establish a member of who will act as complaints co-ordinator and who will take the initial responsibility for handling complaints – in the case of Robinswood and Waterwells this will be the head. Initially the complaint may be verbal and in most dealt with appropriately and informally by the head. This will be recorded however so that the overall level, nature and outcome of complaints can be reviewed and any necessary steps taken to improve policies and procedures. Any complaints will be dealt with within 10 working days. Further or more serious complaints may be put in writing. If necessary the head will initially hold a meeting between parties to resolve matters. The next stage is a formal meeting where aggrieved parties may bring along appropriate representatives. The school will also form a complaints committee of 3 governors to deal with complaints that can not be resolved by the head. Guidance DfE has produced extensive guidance, including example policies and procedures. Follow the link in Background Reading to the Complaints Procedure Toolkit. In addition, brief guidance on general complaints and curriculum complaints can be found in chapters 4 and 6 respectively of the Guide to the Law for School Governors or via the Overview article on the Curriculum Date of policy: February 2016 Date of next policy review: February 2019
complaints-policy-updated-3.16-Review-date-1.docx