BIRD’S BUSHPRIMARY SCHOOL

COMPLAINTS PROCEDURE

Introduction

At Bird’s BushPrimary School we take concerns seriously. We listen to the views and concerns of parents and guardians and hope that in most instances we can resolve concerns informally without resorting to the Formal Complaints Procedure.

This document sets out the stages we would go through to deal with a concern or complaint.

We have also published a short leaflet entitled ‘What to do if you have concerns’ so that our procedures are clear and open.

Dealing with Complaints – Stage One – Informal Concerns

  • When a parent or guardian has a concern about something that has happened at school, their first contact should be the Class Teacher. The teacher will make every effort to resolve the complaint on the spot, including apologising if necessary. The teacher is also able to refer issues learned as a result of the concern to the appropriate person if necessary.
  • If the teacher is not able to resolve the concern they can offer to either meet again with the appropriate Senior Manager present, or they can refer the person concerned to the headteacher. If a person feels that they would find it difficult to discuss the concern with the Class Teacher, then the Head can suggest an alternative person to discuss the concern.
  • If the concern is about the Headteacher, the person with the concern should be directed to the Chair of Governors.
  • If a Governor is approached about a concern, they should refer the person to the appropriate staff member in the first instance.
  • The teacher should briefly record any discussion relating to a concern expressed when a formal meeting is arranged, or when the teacher feels that the person making the complaint is dissatisfied with the outcome.
  • If the issue is NOT resolved by the informal procedure, then the complaint should be referred to the Headteacher.

Dealing with Complaints: Formal Procedures

Stage Two: Complaints heard by the Headteacher

The Headteacher will investigate the complaint, establishing

  • what has happened so far, and who has been involved;
  • clarify the nature of the complaint and what remain unresolved;
  • meet with the complainant or contact them (if unsure or further information is necessary);
  • clarify what the complainant feels would put thing right;
  • interview those involved in the matter and/or those complained of, allowing them to be accompanied if they wish;
  • conduct the interview with an open mind and be prepared to persist in the questioning;
  • keep notes of the interview

The Headteacher will encourage the complainant to state what actions would resolve the problem at any stage.

The Headteacher will seek to resolve the complaint by one of the following:-

  • an apology
  • an explanation
  • an admission that the situation could have been handled better or differently
  • an assurance that the event will not recur
  • an explanation of steps taken to ensure it will not happen again
  • an undertaking to review school policies in light of the complaint

The Headteacher will ensure that the complainant will be given a written response, covering:

  • the complaint
  • the scope of the investigation
  • the conclusion of the investigation
  • any action which has resulted

If the efforts of the Headteacher cannot resolve the complaint, then the complainant should be referred to the Governing Body.

Complaints to the Governing Body – Stage 3

1. At this stage, the complainant should complete the form attached at Appendix 1. The form may be completed on behalf of the complainant, provided that they then sign the form to verify the details.

2. School will forward the completed form to the chair of the governing body for consideration.

3. If considered appropriate a complaints committee of the governing body will be established to investigate the complaint.

4. The complainant will be invited to meet the complaints committee to make the complaint in person.

5. After hearing the complaint and considering the relevant facts, the committee will make a decision and convey, in writing, to the complainant within 48 hours of the hearing.

6. There is not a general right of appeal against the decision of the governors. However, if parents feel that proper procedures were not followed or reasonable consideration given to the complaint, they can raise the matter with the Local Education Authority.

7. A letter should be sent to the district Education Officer explaining:

  • what your complaint to the governors was,
  • the response made to it,
  • why you think that the governors have not followed a proper procedure in considering your complaint, and/or
  • why you think that their consideration of it was unreasonable.

8. The District Education Officer will investigate the complaint on behalf of the Director of Education. The school will inform you of the name of the District Education Officer and the address to send your letter.

PLEASE NOTE THAT YOU SHOULD NOT CONTACT THE LOCAL EDUCATION AUTHORITY UNTIL THE HEADTEACHER OR GOVERNING BODY HAS CONSIDERED YOUR COMPLAINT.

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