WOODS LOKE PRIMARY SCHOOL
Butley Drive, Oulton Broad, Lowestoft, Suffolk, NR32 3EB
Headteacher: Mr M. Prentice Telephone: 01502 561234
Email: Fax: 01502 512876
Complaints Policy
OFFICIAL
Flowchart of procedurefor handlingconcernsand complaints:
STEP 1:
Informal–seepage2
Discussionor meeting withClassTeacher
orHeadof Year
Resolved Unresolved
STEP 2:
Nofurther action
Resolved
Nofurther action
Mayneed togodirect toStep2if smallschool
Informal–page3
Meetingwith nominatedstaff member (individual schoolprocedures willidentifythe
Unresolved
appropriateperson)STEP 3:
Formal –page3
Writtencomplaint to Headteacher:
Writtenresponsein20
schooldays
Resolved
Unresolved
Nofurther action
STEP 4:
Formal –page4/5
Writtencomplaint toChair
Resolved
Nofurther action
OPTIONAL STEP:
Unresolved–godirect toStep4if abouttheHeadteacher oraGovernor
ofGoverningBody: Writtenacknowledgement in5schooldays,ongoing communicationduring investigation, written responsewithinagreed timescales
Unresolved(Optional)
Unresolved
Independent Review–
seepage5
ReferraltoLocalAuthority: Writtenadviceonprocess andprocedure,with recommendations
Unresolved–if complaint about the conductof theChair of Governors
EXTERNAL:
Formal –seepage4
ReferraltotheAssistant Directorof Educationand Learningat theLocal Authority, or tothe AcademyTrust: Outcomesasdiscussed
Possibleif unresolved
STEP 5:
Formal –page6
Writtencomplaint toChairof Governorstoconvenethe ComplaintsAppealPanelof theGoverningBody:
PrivateHearing,followedby writtenresponse
V4.Sept20141
COMPLAINTSPROCEDURE
AllschoolsinSuffolkarecommittedtoprovidingthebesteducationforouryoungpeopleandwantourpupilstobehealthy,happyandsafeandtodowell.Werecognisetheimportanceofestablishingandmaintaininggoodrelationshipswithparents,carersandthewidercommunity.Weareawarethattheremaybeoccasionswherepeoplehaveconcernsorcomplaintsandthefollowingproceduresetsoutthestepsthatshouldbefollowedinordertoresolvetheseasquicklyandinformallyaspossible.
SchoolgoverningbodiesarerequiredunderSection29oftheEducationAct2002tohaveinplaceaprocedurefordealingwithcomplaints.Itisexpectedthatallcomplaintswillbereferredtotheschoolinthefirstinstance.InsituationswhereithasnotbeenpossibletosettleacomplaintthroughthisprocesstheLocalAuthoritymay beabletoadviseparents/carers/othersandtheschoolinordertohelpresolvedifficulties,butwillnotbeabletobecomeinvolvedifthestepssetoutbelowhavenotbeenfollowed.
Complainantsareencouragedtofollowthrougheachstageoftheprocedure,asappropriate,inordertoresolvetheirconcerns.
Ifgovernorsareapproachedregardingacomplaint,theyshouldbemindfulnottoactinanindividualcomplaintoutsidetheformalprocedureorbecomeinvolvedorhavediscussionswithothergovernorsattheearlystagesincasetheyareneededtositonaComplaintsAppealPanelatalaterstageoftheprocedure.Individualcomplaintswouldnotbeheardbythewholegoverningbodyatanystage,asthiscouldcompromisetheimpartialityofanypanelsetuptoconsiderfurtheractionintheeventthataseriouscomplaintissubstantiated.
STEP1:Informal
Pleasestartbytellingtheclassteacherortheheadof yearaboutyourconcern.Thisisusuallythebestandquickestwayofresolvingissues.
•Itisrecommendedthatyoumakeanappointmenttospeaktotheclassteacherortheheadofyearassoonaspossibleasthiswillgivebothpartiestheopportunitytotalkabouttheissueinanappropriatemannerandwithoutbeinginterrupted.
•Itisimportanttorecognisethatschoolsarebusyorganisationsanditmaynotbepossibletoofferanappointmentstraightaway.
•Thepurposeofthismeetingshouldbetoestablishthenatureoftheconcernandtoseekarealisticresolutiontotheproblem.
•Itisgoodpracticefortheclassteacherortheheadofyearto makeabriefwrittenrecordoftheconcernraisedandanyactionsagreed.
STEP2:Informal:escalation
Ifyoufeeldissatisfiedwiththeoutcomeofdiscussionswiththeclassteacherorheadofyear,pleaseaskforanappointmenttomeetwiththenominatedmemberofstaff withresponsibilityfortheoperationandmanagementoftheschoolcomplaintsprocedure.ThismaybetheHeadteacheror,inalargerschool,amemberof theleadershipteamsuchasaDeputyHeadteacherorAssistantHeadteacher.Individualschoolswillidentifywithintheirprocedurewhichpostthiswillbe.[TheSchoolneedstoidentifyandinsertintotheschool’spolicytheappropriatepost(s)withintheschooltowhichparentsand/orothersshouldescalatecomplaintsatthisstageoftheprocess.]
•Thepurposeofthismeetingshouldbetoestablishthenatureoftheongoingconcern,whathasbeendiscussedwiththeclassteachersofarandanyactionsarisingfromtheinitialmeeting.
•Itisineveryone’sinterest,particularlythechildorchildren,forconcernstobesortedoutquicklyandsmoothly.However,itmaybethatthenominatedstaffmemberwillneedtolookintowhathashappenedsincetheinitialmeetingbeforetheycansuggesthowyourconcernmightberesolved.Ifthisisthecase,itshouldbeagreedhowandwithinwhattimescaletheywillcontactyoutoletyouknowtheoutcomeoftheirenquiriesandwhatactionstheyhavetaken/proposetotake.
•Itisgoodpracticeforthenominatedstaffmembertomakeabriefwrittenrecordoftheconcerndiscussedandwhathasbeenagreedandtowritetoparentssummarisingthis.
Itishopedthatmostproblemswillhavebeenresolvedatthisstagethroughtheinformalprocess.
STEP3:Formal-complaintlettertotheHeadteacher
Ifyoufeelthattheissueyouhaveraisedhasnotbeenresolvedthroughtheinformalprocessandyouwishtopursueitfurtheryoumayraiseitthroughtheformalprocedure. TodothisyoumustwriteaformalletterofcomplainttotheHeadteacher(youmayusetheformattachedasAppendix2,page12).Yourlettershouldsetoutclearlytheconcernwhichhaspreviouslybeendiscussedandwhyyoufeelthattheissueisunresolved.Itisalsohelpfulifyoucansetoutinyourletterwhatresolutionyouareseeking.
•Movingtotheformalcomplaintsprocedureisaseriousstep.Inconsiderationoffuturehome/schoolrelationshipseveryoneconcernedwillneedtoconcentrateonfindingaresolutiontotheissueandnegotiateanagreementastohowthiscanbestbeachieved.
•TheHeadteacherwillconsiderthecomplaintandindoingsoshould:
- establishwhathashappenedsofar,andwhohasbeeninvolved;oclarifythenatureofthecomplaintandwhatremainsunresolved;o meetorcontactyouiftheyneedfurtherinformation;
- clarifywhatyoufeelwouldputthingsrightifthishasnotbeen setoutinyourletter;
- interviewthoseinvolvedinthematterand/orthosecomplainedof,allowingthemtobeaccompaniediftheywish;
- conductanyinterviewwithanopenmindandbepreparedtopersistinthequestioning;
- keepnotesofanyinterviewfortherecord.TheHeadteacherwillkeepinmindwaysinwhichacomplaintcanberesolved.Itmightbesufficienttoacknowledgethatthecomplaintisvalidinwholeorinpart.Inaddition,it maybeappropriatetoofferoneormoreofthefollowing:
- anapology;
- anexplanation;
- anadmissionthatthesituationcouldhavebeenhandleddifferentlyorbetter(pleasenotethisisnotanadmissionofnegligence);
- anassurancethattheeventcomplainedofwillnotrecur;
- anexplanationofthestepsthathavebeentakentoensurethatitwillnothappenagain;
- anundertakingtoreviewpoliciesinlightofthecomplaint.
Itmayalsobethecasethatthecomplaintmaynothaveanysubstanceandis
thereforeconsideredtobeunfoundedorunsubstantiated.
•TheHeadteacherwilldiscusstheoutcomeoftheirconsiderationofyourcomplaintwithyouandshouldsendadetailedwrittenresponsewithin20schooldays.Wherethis provesunrealisticyouwillbeinformedinwritingandgivenanestimateofhowlongitwilltaketoprovideadetailed response.
ConcernsorcomplaintsspecificallyabouttheHeadteacheroranyindividualgovernor
WhereyouareunhappyaboutthedecisiontheHeadteacherhasmadeaboutyourcomplaint,thisdoesnotbecomeacomplaintabouttheHeadteacher.However,ifthecomplaintisabouttheconductoftheHeadteacher,andyoufeelthatithasnotbeenresolvedattheinformalstagethenyoushouldmovedirectlytoStep4oftheprocedureandwritetotheChairofGovernors.
Acomplaintthatisspecificallyabouttheconductofanindividualgovernor,andwhichhasnotbeenresolvedattheinformalstage,shouldalsoproceeddirectlytoStep4andbemadebywritingtotheChairofGovernors.
ConcernsorcomplaintsspecificallyabouttheChairofGovernor
AcomplaintabouttheconductoftheChairofGovernorsoftheschool,andwhichhasnotbeenresolvedattheinformalstage,willneedtobedealtwithoutsidethispolicy.ForschoolsmaintainedbySuffolkCountyCouncilthecomplaintshouldbemadeinwritingtotheAssistantDirectorofEducationandLearning(EndeavourHouse,8RussellRoad,Ipswich,IP12BX),orinthecaseofAcademyschoolsshouldbemadeinwritingtotheAcademyTrust(contactdetailscanbeobtainedfromtheschool).Therecipient’sresponsewillincludeoptionsifthecomplaintisunresolvedwhichmightinvolvemovingtoStep5, theGoverningBody’sComplaintsAppealPanel.
STEP4:Formal–complaintlettertoChairofGovernors
Ifyouarenotsatisfiedwiththeresponseof theHeadteacheroryouhaveaconcernorcomplaintthatisspecificallyabouttheHeadteacherandwhichhasnotbeenresolvedattheinformalstage,thenyoumustwriteaformalletterofcomplainttotheChairofGovernors.TheschoolwillprovideyouwiththeChairof Governorsnameandyoushouldwritetohimorherattheschooladdress,markingthecorrespondence‘urgent,privateandconfidential’.
•TheChairofGovernorsshouldacknowledgereceiptoftheletterwithin5schooldaysand,inthecaseofmaintainedschools,contacttheStrategicOfficerattheLocalAuthorityforadvice.
•ForcomplaintsspecificallyabouttheHeadteachertheChairofGovernorswillarrangeforthecomplainttobeinvestigated,eitherbyhim/herselforbyanappropriateindependentinvestigator,andfortheprocesssetoutinStep3tobefollowed.
Complaintsnotresolvedthroughtheformalprocedure
OPTIONAL-IndependentReview(PleasenoteonlyforschoolsmaintainedbySCC)
IfyoubelievethattheschoolhasnotproperlyfolloweditscomplaintsprocedureorhasnotactedfairlyorreasonablyinrespondingtoyourcomplaintyoumayreferthemattertotheLocalAuthorityforindependentreview.TheLocalAuthorityhasnolegalpowerordutytodealwithmostcomplaintsaboutschoolsbutwillprovideadvicetotheparent/carerandgoverningbodyintheeventthatacomplaintwhichhasbeenconsideredundertheformalprocedureremainsunresolvedorifthecomplaintisspecificallyabouttheHeadteacher.
ShouldyouwishforanindependentreviewofyourcomplaintyouwillneedtowritetotheLocalAuthoritygivingthedetailsofyourcomplaint,whatactionyouhavealreadytakentotryandresolveyourcomplaintandattachingacopyofthewrittenresponsefromtheschool.(Addressforcorrespondence:StrategicSupport,EducationandLearning,EndeavourHouse,8RussellRoad,Ipswich,IP12BX;e-mail: )
•TheLocalAuthoritymaycontactyoutoconfirmthedetailsofyourcomplaintandseekfurtherinformationwherenecessary.
•Initialconsiderationwillbegiventothecircumstancesofthecomplaintandtheprocedurefollowedbytheschool.
•TheLocalAuthoritywillcometoarecommendation–either:
- thatathoroughinvestigationhasbeenfairlyundertakenbytheschoolandthatanappropriateresponsehasbeenmadeinaccordancewiththefindings;or
- thatthecomplaintmeritsfurtherinvestigation(itwillbereferredbacktotheschoolinthiscase)
•TheLocalAuthoritywillnotifyyouinwritingoftherecommendationandwhatwillhappennext.
STEP5–GoverningBodyHearing
YoumayaskforyourcomplainttobeheardbytheComplaintsAppealPaneloftheSchool’sGoverningBody.Thisisaspecificcommitteeofthegoverningbodysetupforthispurpose,andinmanySuffolkschoolsthishasbeenpreviouslyknownas“theHearingsCommittee”.YoucandothisbyputtingyourrequestinwritingtotheChairofGovernors.TheChairofGovernors,oriftheChairhasbeeninvolvedatanypreviousstageintheprocess,anominatedgovernor,willthenmakearrangementstoconveneahearingbytheComplaintsAppealPanelinaccordancewiththeprotocolsetoutinAppendix1.
Onconclusionofthegoverningbodyhearing,thePanel’sdecisionisregardedasfinalandallstepswithintheSchool’scomplaintsprocedureareexhausted.
Finally,ifonconclusionofthisprocedureyoufeelthattheSchool’sGoverningBodyhasactedunreasonablyyoumaymakeacomplaintinwritingtotheSecretaryofStateforEducation.YoumaycontacttheDepartmentforEducationbywritingto:
TheSchoolComplaintsUnit(SCU)DepartmentforEducation
2ndFloor,PiccadillyGateManchester
M12WD
orbytelephoning:03700002288
Typetalk:1800103700002288
Fax:01616001332
ThisprocedureisbaseduponDfEguidanceSchoolComplaintstoolkit2014,Ref:DFE-00526-2014
Limitations,time-limitsandvexatiouscomplaints
Timelimits
Complaintsneedtobeconsideredandresolvedasquicklyandefficientlyaspossible.Assuch,unlessthereareexceptionalcircumstances,complaintsmadeunderthisprocedurewillordinarilyberejectediftheyarenotbroughtwithin12monthsoftheincidentoractionwhichisthereasonforthecomplaint.ExceptionalcircumstanceswillbedeterminedbytheHeadteacher/ChairofGovernorsonacasebycasebasis,andadvicemaybesoughtfromtheLocalAuthorityinthisregard.
Safeguardingreferrals
Schoolshaveadutytosafeguardandpromotethewelfareoftheirpupilsundersection175oftheEducationAct2002.Thisincludesmakingreferralstotheappropriateorganisation,usuallytheLocalAuthority’schildren’ssocialcareservices,iftheyhavea
concernaboutthewelfareofachild.Itisnotfortheschooltoinvestigateormakeajudgmentaboutpossibleabuseorneglectbuttheymustreferanyconcernstheymayhave.Assuch,anyresponsetoorinvestigationinrelationtoacomplaintaboutasafeguardingreferralmadebyschoolstaffwillbelimitedtoconsideringwhethertheappropriateactionwastakenatthetimethereferralwasmadeonthebasisof theinformationavailabletothereferreratthattimeandinaccordancewiththesafeguardingpolicy.
Allegationsofabuse
AllegationsofabuseagainstamemberofschoolstaffmustbereportedtotheHeadteacherimmediately.AllegationsofabuseagainsttheHeadteachermustbereportedtotheChairofGovernorsimmediately.InallcasestheSuffolkSafeguardingChildrenBoardArrangementsForManagingAllegationsOfAbuseAgainstPeopleWhoWorkWithChildrenOrThoseWhoAreInPositionsOfTrustmustbefollowed.
Vexatiouscomplaints
Themajorityofcomplaintsareresolvedthroughaproperlymanagedcomplaintsprocedure.However,thereareoccasionswhen:
•despiteallstagesoftheprocedurehavingbeenfollowed,thecomplainantremainsdissatisfied.IfacomplainanttriestoreopenthesameissuetheChairofGovernorsmaywriteinformingthemthatallstagesoftheprocedurehavebeenexhaustedandthematterisconsideredtobeclosed.
•complainantsbehaveinanunreasonablemannerwhenraisingand/orpursuingconcerns.InthesecircumstancestheschoolmaytakeactioninaccordancewithAppendix3ofthisprocedure(page13).
Appendix1
ProtocolforcomplaintheardbyGoverningBody’sComplaintsAppealPanel(forSCCmaintainedschools)
Onconclusionoftheformalsteps,ComplainantscanaskfortheircomplainttobeheardbyacommitteeofthegoverningbodybywritingtotheChairof Governorsviatheschool,markingthecorrespondence‘urgent,privateandconfidential’.
ThentheChairofGovernorsor,iftheChairhasbeeninvolvedatanypreviousstageintheprocess,anominatedgovernor,willmakearrangementstoconveneameetingoftheGoverningBody’sComplaintsAppealPanel.
Thegovernors’hearingisthelastschool-basedstageofthecomplaintsprocessandisnotconvenedmerelytorubber-stamppreviousdecisions.
IndividualcomplaintswouldnotbeheardbythewholeGoverningBodyatanystage,asthiscouldcompromisetheimpartialityofanypanelsetupforadisciplinaryhearingagainstamemberofstafffollowingaseriouscomplaintwherethecomplaintissubstantiatedandmayproceedtoactionbeingtakenunderformalprocedures.
TheGoverningBodymaynominateanumberofmemberswithdelegatedpowerstohearcomplaints,andsetoutitstermsofreference.Thesecaninclude:
•Drawingupandreviewingitsprocedures;
•Hearingindividualcomplaints;
•Makingrecommendationsonpolicyasaresultofcomplaints. TheremitoftheComplaintsAppealPanelinrelationtocomplaints:ThePanelcan:
•Dismissthecomplaintinwholeorinpart;
•Upholdthecomplaintinwholeorinpart;
•Decideontheappropriateactiontobetakentoresolvethecomplaint;
•Recommendchangestotheschool’ssystemsorprocedurestoensurethatproblemsofasimilarnaturedonot recur.
ThereareseveralpointswhichanygovernorsittingontheComplaintsAppealPanelneedstobemindfulof:
a)Itisimportantthattheappealhearingisindependentandimpartialandthatitisseentobeso.Therefore,nogovernormaysitonthePanelif theyhavehadapriorinvolvementinthecomplaintorinthecircumstancessurroundingit.Indecidingthemake-upofthePanel,governorsneedtotryandensurethatitisacross-sectionofthecategoriesofgovernorandsensitivetotheissuesofrace,genderandreligiousaffiliation.
b)Theaimofthehearing,whichwillbeheldinprivate,willalwaysbetoresolvethecomplaintandachievereconciliationbetweentheSchoolandtheComplainant.However,ithastoberecognisedthattheComplainantmightnotbesatisfiedwiththeoutcome if thehearingdoesnotfindintheirfavour.Itmayonlybepossibleto
establishthefactsandmakerecommendationswhichwillsatisfytheComplainantthathisorhercomplainthasbeentakenseriously.
c)Aneffectivepanelwillacknowledgethatmanycomplainantsfeelnervousandinhibited inaformalsetting.Parentsoftenfeelemotionalwhendiscussinganissuethataffects theirchild.ThepanelChairwillensurethattheproceedingsareaswelcomingas possible.Thelayoutoftheroomwillsetthetoneandcareisneededtoensurethesettingisinformalandnotadversarial.
RolesandresponsibilitiesfortheComplaintsAppealPanel
TheroleoftheChairoftheGoverningBody(oranominatedgovernor)
•Checkthatthecorrectprocedurehasbeenfollowed;
•Ifahearingisrequested,co-ordinatewiththeClerktotheGoverningBodytoensurearrangementshavebeenmadetoconvenethePanel.
TheroleoftheClerk
Itisstronglyrecommendedthatanypanelofgovernorsconsideringcomplaintsisprofessionallyclerked.
Schoolsmaypurchasetheservicesofanappropriatenote-takerthroughtheLocalAuthorityiftheywishbycontactingSchools’Choice,
TheClerkwill:
•Setthedate,timeandvenueofthehearing,ensuringthatdatesareconvenient,asfaraspracticable,toallpartiesandthatthevenueandproceedingsareaccessible;
•Collateanywrittenmaterialandsendittothepartiesatleastfiveschooldaysinadvanceofthehearing;
•Meetandwelcomethepartiesastheyarriveatthehearing;
•Makeawrittenrecordoftheproceedings;
•NotifyallpartiesofthePanel’sdecision.
TheroleoftheChairofthePanel
TheChairofthePanelhasakeyrole,ensuringthat:
•TheremitofthePanelisexplainedtothepartiesandeachpartyhastheopportunityofputtingtheircasewithoutundueinterruption;
•Theissuesareaddressed;
•Keyfindingsoffactaremade;
•Parentsandotherswhomaynotbeusedtospeakingatsuchahearingareputatease;
•Thehearingisconductedinaninformalmannerwitheachpartytreatingtheotherwithrespectandcourtesy;
•ThePanelisopenmindedandactingindependently;
•NomemberofthePanelhasavestedinterestintheoutcomeoftheproceedingsoranyinvolvementinanearlierstageoftheprocedure;
•Eachsideisgiventheopportunitytostatetheircaseandaskquestions;
•Writtenmaterialisseenbyallparties.Ifanewissuearisesallpartiesshouldbegiventheopportunitytoconsiderandcommentonit.
Theprocedureforthehearing
1.TheComplainantmaymakeanoralstatementaspartofthepresentationofhis/hercomplaintandmaycallwitnessestosupplementthewrittencomplaint.TheComplainantisaskedtonotifytheClerkofanywitnessestobecalledinadvanceofthehearingandestablishtherelevanceoftheirevidencetothecomplaintunderconsideration.ItwillbetheresponsibilityoftheComplainanttomakecontactwithanywitnessestheywishtocall,oncetherelevanceoftheirevidencehasbeenestablished,andtonotifythemofthedate,timeandvenueof themeeting.
2.Witnessesareonlyrequiredtoattendforthepartofthehearinginwhichtheygivetheirevidence.
3.TheHeadteacherwillhavetheopportunitytoaskquestionsoftheComplainantandanywitnesses.ThePanelmayalsoaskquestions.
4.TheHeadteachermaymakeanoralstatementaboutthecomplaintandaspartofhis/herpresentationmaycallwitnesses.TheHeadteacherisaskedtonotifytheClerkofanywitnessestobecalledinadvanceofthehearingandestablishtherelevanceoftheirevidencetothecomplaintunderconsideration.
5.TheComplainantwillhavetheopportunitytoaskquestionsoftheHeadteacherandanywitnesses.ThePanelmayalsoaskquestions.
6.IncaseswhereaformalcomplainthasbeenconsideredbytheChairofGovernorsunderStep4oftheprocedure,orhasbeeninvestigatedbyanindependentinvestigator,theChairofGovernors/investigatormaymakeanoralstatementandbe askedquestions.
7.WhentheChairissatisfiedthatallissuesraisedbytheComplainanthavebeenclarifiedforthebenefitofallparties,he/shewillinvitetheHeadteacherandtheComplainanttomakefinalstatementsaboutthecomplaintiftheysowish.
8.Eitherpartymayrequestanadjournmentofthehearingatanystageandthismaybe allowedonthegroundsthatfurtherinquiriesarenecessary,butitshouldalsobeborneinmindthataspeedyresolutionofthecomplaintisusuallydesirableandadvantageous.
9.Allpartiestothehearingwillthenwithdraw.ThePanel,advisedbytheClerk,willthendeliberate.Ifitisnecessarytorecalleitherpartyoranywitnessestoassistwithclarifyinganyparticularpointofuncertainty,thismayonlybedonewithbothpartiespresent.
NotificationofthePanel’sdecision
TheChairofthePanelneedstoensurethattheComplainantisnotifiedofthePanel’sdecisioninwriting,includingthereasonsforthedecision.Thiswillusuallybewithinfive
schooldays,unlessthereareexceptionalcircumstanceswhichpreventthis,inwhichcasetheComplainantwillbenotifiedof thisandthereasonfordelay.
ThePanel’sdecisionistoberegardedasfinalandtheComplainantwillbeadvisedofanyfurtherrecourseavailableshouldheorshebedissatisfiedwiththeoutcome,suchasto theSecretaryofState,ortheEducationFundingAgency(inthecaseofAcademies).
Appendix2
COMPLAINTFORM-STEP3,FORMALCOMPLAINT
Pleasecompleteandreturnto………………………………………..whowillacknowledgereceiptandexplainwhatactionwillbetaken.
Yourname:Pupil’sname:
Yourrelationshiptothepupil:Address:
Postcode:
Daytimetelephonenumber:
Pleasegivedetailsofyourcomplaint:
Whataction,ifany,haveyoualreadytakentotryandresolveyourcomplaint. (Whodidyouspeaktoandwhatwastheresponse)?
Whatactionsdoyoufeelmightresolvetheproblematthisstage?
Areyouattachinganypaperwork?Ifso,pleasegivedetails.
Signature:Date:
Officialuse
Dateacknowledgementsent:Bywhom:
Complaintreferredto:Date:
Appendix3
POLICY FOR DEALINGWITH PERSISTENTOR VEXATIOUS COMPLAINTS /HARASSMENTIN SCHOOLS
TheHeadteacherandstaffdeal with specificcomplaintsaspartoftheirday-to-daymanagementof the schoolin accordancewith the School’sComplaints Procedure.Themajorityofcomplaints arehandled in aninformal manner and areresolvedquickly,sensitivelyand tothesatisfactionof the complaint.
However,thereareoccasionswhen complainantsbehave in an unreasonable mannerwhen raisingand/orpursuing concerns.Inthesecircumstancesthe school maytakeaction in accordancewith thispolicy.
1.AIMS OF POLICY
Theaimsofthispolicyare to:
•uphold the standardsofcourtesyandreasonableness thatshould characteriseall communication between the School andpersonswhowish to expressaconcern or pursue acomplaint
•supportthewell-beingofstudents,staffandeveryone else who haslegitimateinterest in the workofthe School,includinggovernorsand parents
•dealfairly,honestlyandproperlywith those who make persistentorvexatious complaintsandthose who harassmembersofstaffinschool while ensuring thatother stakeholderssuffer nodetriment.
2.HUMAN RIGHTS
2.1In implementing thispolicythe School will seekto ensurethatitsactionsare in accordance with itsobligationsundertheHumanRightsAct1998 andthe ConventionRightsembodied within itin ordertoprotectthe Human Rightsofboth persistentcomplainantsandall other stakeholders.
3.PARENTS’EXPECTATIONSOF THE SCHOOL:
3.1Parents/carers/membersofthepublicwho raise eitherinformal orformalissuesor complaintswith theSchool can expectthe Schoolto:
a)regularlycommunicate to parents/carersin writing:
(i)howand when problemscan beraised with theSchool,
(ii)the existence oftheSchool’scomplaintsprocedure, and
(iii)the existence ofthePolicyforDealing with PersistentorVexatiousComplaints and/or Harassment in Schools
b)respond within a reasonable time
c)be available forconsultation within reasonable time limitsbearing inmind the needsof the pupils/studentswithin theschool andthenature ofthe complaint
d)respond with courtesyand respect
e)attempttoresolve problemsusing reasonablemeansin line with the School’s complaintsprocedure, otherpoliciesand practiceand in line with guidanceand advice fromthe LocalAuthority
f)keepcomplainantsinformed ofprogresstowardsaresolution ofthe issuesraised
4.THE SCHOOL’S EXPECTATIONS OF PARENTS/CARERS/MEMBERS OFTHE PUBLIC
4.1TheSchool canexpectparents/carers/membersofthe publicwho wish to raise problems with theSchool to:
a)treatall schoolstaffwithcourtesyandrespect
b)respecttheneedsand well-beingofpupilsandstaffin theSchool
c)avoid anyuse,orthreatened use,ofviolence to people orproperty
d)avoid anyaggression orverbal abuse
e)recognisethetimeconstraintsunderwhich membersofstaffinschoolsworkand allowthe School areasonable timetorespond
f)recognisethatresolving a specificproblemcansometimestakesometime
g)(inthecaseofa complaint)followthe School’sComplaintsProcedure
5.WHOISAPERSISTENTCOMPLAINANT?
5.1Forthe purpose ofthispolicy,a persistentcomplainantisaparent/carerormemberofthe publicwho complainsaboutissues,eitherformallyorinformally,orfrequentlyraisesissues thatthecomplaintconsidersto bewithin theremitoftheSchool and whose behaviouris unreasonable. Suchbehaviourmaybe characterisedby:
a)actionswhich are obsessive,persistent, harassing,prolific,repetitious
b)prolificcorrespondenceorexcessive e-mail ortelephone contact aboutaconcern or complaint
c)an insistence uponpursuingunsubstantial complaintsand/orunrealisticor
unreasonableoutcomes
d)an insistence uponpursuingcomplaintsin an unreasonable manner
e)an insistence uponrepeatedlypursuing a complaintwhen the outcome isnot satisfactorytothe Complaintbutcannotbechanged,for example,ifthedesired
outcomeisbeyondthe remitoftheschool because itisunlawful.
5.2Forthe purpose ofthispolicy,harassmentistheunreasonable pursuitofsuch actionsasin
(a)to(e)above in suchawaythatthey:
a)appearto betargetedoverasignificantperiod oftime onone ormoremembersof school staff and/or
b)cause ongoingdistress to individual member(s)ofschoolstaff and/or
c)have a significantadverse effect onthewhole/partsoftheschool communityand/or
d)arepursued in amannerwhich can be perceived asintimidating and oppressive by therecipient.Thiscouldinclude situationswherepersistentdemandsand criticisms,whilstnot particularlytaxingorserious when viewed in isolation,have a cumulative effect overtime ofunderminingconfidence,well-beingandhealth.
6.THE SCHOOL’SACTIONS IN CASES OF PERSISTENTOR VEXATIOUS COMPLAINTS OR HARASSMENT
6.1Inthefirst instancethe School will verballyinformthe complaintthat his/herbehaviouris consideredto bebecoming unreasonable/unacceptableand,ifitisnotmodified, action may be takenin accordancewith thispolicy.
6.2Thiswill be confirmed inwriting(Model Letter1).
6.3Ifthebehaviourisnotmodifiedthe School will takesome orall ofthefollowingactionsas necessary,having regard tothenature ofthecomplaint’sbehaviourand the effectofthison the schoolcommunity:
a)informthecomplaintin writing thathis/herbehaviourisnowconsideredbythe School to beunreasonable/unacceptable and,therefore,tofall underthe termsof thispolicy(see Model Letter2)
b)informthecomplaintthat all meetingswith amemberofstaffwill be conducted with a second personpresent andthat notesofmeetingsmaybetakeninthe interestsof all parties(see Model Letter2)
c)informthecomplaintthat,exceptinemergencies,all routine communication with the ComplainttotheSchoolshould be byletteronly (see Model Letter 2)
d)(in thecaseofphysical orverbal aggression)referto Joint Local Authority-Police
Guidancefor Schools,“Dealingwith Abuse,ThreatsandViolenceTowardsSchool Staff”, andconsiderwarning the Complaintabout beingbannedfromthe School site;orproceedstraightto atemporaryban.(Advice isavailable fromthe relevant StrategicManager)
e)considertaking advicefromthe LocalAuthorityon pursuingacaseunderAnti- Harassmentlegislation
6.4Legitimatenewcomplaintswill still be consideredeven ifthepersonmaking themis,orhas been,subjecttothe PolicyforDealingwith Persistent or VexatiousComplaintsand/or HarassmentinSchools.Inthesecircumstancesadvice maybe soughtfromthe Local Authority.
6.5Ifa complainant’spersistentcomplaining/harassing behaviouris modifiedand is then resumedata later datewithin a reasonableperiod oftime,theSchool mayresumethe processidentified aboveatanappropriate level. In thesecircumstancesadvice maybe soughtfromtheLocal Authority.
7.REVIEW
7.1TheSchool will reviewasappropriate, andata minimumoncein aschool year,any sanctionsapplied inthecontextofthispolicy.
This policy was approved at a Full Governors Meeting held on 9th March 2016
Signed …………………………………Mr Prentice/ Headteacher Date ……………...
Signed …………………………………. Mr P Humphrey/Chair of Governors Date ………………
MODELLETTER 1:
INITIAL LETTER INFORMINGACOMPLAINANTTHAT HIS/HER BEHAVIOURIS CONSIDERED TOFALL BELOWAREASONABLE/ACCEPTABLE STANDARD
RECORDED DELIVERY
Dear
Thisletteristo informyou thatthe Schoolconsidersyouractionsin[describe actions, dates, behaviour]on……………… whenyou …………………………………….tobe unreasonable/unacceptable [delete asappropriate].
Wewould askyou tobearinmindthefactthatsuch behaviouron aschool site canbe disruptive and distressing topupils,staff and parents/carers[delete ifbehaviourcomplained ofdid notoccur on school sitee.g. persistent use ofe-mail,verballyabusive telephonecalls].
Weare aware thatyou have raised someconcerns,andwould advise you thatthese are usually dealtwith mosteffectivelythroughthe School’sComplaintsProcedure.
Atthemomentwe aredealingwith theseissuesby[describe actionsbeing takentoresolve concern].
Please notethatthe School’sPolicyfor Dealingwith Persistent or Vexatious Complaints/Harassmentsetsoutstandardsofbehaviourexpected ofall people in their dealings with theSchool.These include:
•behavingreasonably
•treating otherswith courtesyand respect
•resolvingcomplaintsusing theSchool’sComplaintsProcedure
•avoidingphysical and verbal aggression at all times
ThePolicyalso indicates thestepsthatwe maytakeifthesestandardsarebreached.These include:
•making special arrangementsformeetingsandcommunication with theSchool
•considering a banfromthe School premises
•considering legalaction
Iwould ask thatyou allowthe School timetoresolve the issuesaccording tothecorrect procedures,andwould assure youthatwe shall takeeverypossible step to move thisprocess forward asquicklyaspossible.
Yourssincerely
Headteacher
MODELLETTER 2:
INFORMINGACOMPLAINANT THAT HIS/HER BEHAVIOUR IS NOW CONSIDERED TOFALL UNDER THE TERMS OF THE POLICY FOR DEALINGWITH PERSISTENTOR VEXATIOUS COMPLAINTS /HARASSMENT
RECORDED DELIVERY
Dear
You will recall thatIwrote toyou on [insert date]tellingyou thatIfeltyourbehaviourwasunreasonable.
Iamnowwriting to informyou that in viewofyourbehaviouron[date],when you [describe actions/behaviour]ithasbeen decidedthattheSchool’sPolicyfor Dealing with Persistentor VexatiousComplaints/Harassment Policywill apply.
Inthe circumstancesI have made thefollowingarrangementsforyourfuture contactwith the school:
[*Delete asapplicable]
*Fortheforeseeablefuture,should you wish to meetwith amemberofstaff,Iwould askyou to note:
(a)an appointmentwill be arranged andconfirmedinwritingassoon aspossible;
(b)a thirdpartyfromtheschool will be present;
(c)inthe interestsofall parties,formal notesofthismeeting maybemade.
*Fortheforeseeablefuture, all routinecommunication with the School should be byletteronly. Please addresslettersto………………atthe School.Weshallrespondasquicklyaspossible. E-mail correspondencewill notbe respondedto.
Exceptionally,these arrangementsdonot applyto anyemergencyinvolving [insertnameof student]–in which caseyou should contactthe school in theusual way– orto parents’ evenings, which will continue asinthe past, butwith athirdpartyfromtheschoolpresent.
Thesearrangementstake effectstraightaway. Ifyou wish tomake arepresentation aboutthe contentsofthisletter,which mayinclude anyexpressionsofregret on your partandany assurancesyou arepreparedtogive aboutyourfuturegood conduct,youcan do sobywriting to me attheschool by[state tenworking daysfromthe date ofthe letter]. If on receiptofyour commentsIconsiderthatthe arrangementsoutlined above should continue,you will be supplied with detailsofhowtoreviewa circumstance ofyourcase.
Idohopethatthedifficultieswe are currentlyexperiencing can soonberesolved. Yourssincerely
Headteacher