Bitterley Primary CE School Academy 2 – 11

PolicyDate: / October 2017
MAT BoardApproval: / October 2017
Next ReviewDate: / 2019

Head Teacher W. Davies Chair of Governors D. Hedgley

Who should use this policy?

Thispolicyshouldbeusedbyparents,carers,pupilsand membersofthe wider public to raise a concern or complaint with the academy. Staff wishingto raiseaconcernshouldusetheStaffGrievancepolicy.

The Management of Complaints

At (Name of Academy),andin allacademiesinthe Bishop Anthony Educational Trust,we encourage all parents, carers and pupilsto approach any member of staff in the first instance if they have a concern ora complaint. People who are not parents of pupils attending theacademy should raise their concern or complaint with the Headteacher in writing. Ifa member of the public’s concern or complaint is regarding theHeadteacher theinformationshouldbesentinwritingtotheChairofGovernors,viathe academyoffice,markedurgentandconfidential.

In the event that these initial approaches fail to resolve a complaint, thispolicy lays out the procedures that should be followed to allay any concerns abouta particularissue.

Therearethreeacademy-basedstagestothecomplaintsprocedure:

Stage 1 –informal investigation of complaint heard by classteacher

Stage 2 – complaint heard by Headteacher

Stage 3– complaint heard by the local governing body’s complaintspanel

Anonymous concerns or complaints will not be investigated underthis procedure,unlessthereareexceptionalcircumstances.Toenableproper investigations,concernsorcomplaintsshouldbebroughttotheattentionofthe academy as soon aspossible.

Intheeventthatthecomplainantbelievesthatthe academyhasfailedtocomplywithitsowncomplaintsprocedureorthattheacademy’scomplaints proceduresdoesnotcomplywithstatutoryrequirementsthecomplainantmay complain to the Multi AcademyTrust.

Ifyoudonotunderstandanypartofthispolicy,pleasedonothesitateto contacttheHeadteacherorthememberoftheLocalGoverningBodywhoisresponsibleforcomplaints.Yourcomplaintwillthenbeinvestigatedfully, ensuringalltherelevantfactsaretakenintoconsideration.

STAGE1-DealingWithConcernsandComplaintsInformally

Aconcernorcomplaintcanberegisteredeitherverballyorinwriting.Initiallythe complainant should speak to the relevant member of staff unlessthecomplaintisbeingraisedbyamemberofthepublic,inwhichcasethe concern should be raised with the Headteacher or Chair of Governors in writing. However, if there is difficulty in discussing the issue withthe relevant member of staff, the complainant can be referred toanother member of staff, who will clarify the nature of the issue and theoutcome required.

Inthecaseofseriousconcerns,itmaybeappropriatetoaddressthemtothe Headteacher directly (or to the Chair of the Local Governing Body, if the complaint is about theHeadteacher)

Ifthememberofstafffirstcontactedcannotresolvethematterimmediately, theyshouldmakeaclearnoteofthedate,name,contactaddress,phone numberandbriefdetailsoftheconcern/complaint.This informationwillbe passed to the Headteacher at the earliest opportunity and recorded inthe academy’s complaintslog.

The Headteacher will identify the appropriate procedure and eitherconduct the investigation or nominate an appropriate colleague to doso.Complainants should be encouraged to state what they feel might resolvethe problem.TheHeadteacherwillcommunicateverballywiththecomplainanttoensuretheyareclearaboutwhatactionormonitoringofthesituationhas been decided on, giving a date if appropriate and only putting this in writingif this seems the best way to make thingsclear

Ifaparentorpupilfeltthat,theirinitialcontactwithamemberof staffdidnot dealwiththeconcerntotheirsatisfactiontheyshouldcompleteaComplaints Form (Appendix B) and return it to theHeadteacher.

IfthecomplaintreferstotheHeadteacherthentheComplaintsFormshould bereturnedtotheChairoftheLocalGoverningBody(contactdetailsare availableinconfidencefromtheacademyoffice).

IfthecomplaintconcernstheLocalGoverningBodythentheformshouldbereturned to:

Chief Executive Officer, The Bishop Anthony Educational Trust, Unit 11,The Business Quarter, Ludlow Eco Park, Sheet Road, Ludlow, Shropshire,SY81FD, Tel: 01584838880 or by email to

STAGE TWO - Formal Referral to the Headteacher

Where the Headteacher has acted at Stage One another senior memberofstaff may be nominated to investigate thecomplaint.

The complaint will be acknowledged in writing within five academydays, givingthenameofthepersonwhowillconducttheinvestigationandatarget dateforprovidingaresponse,usuallywithin10academydays.

Thenatureofthecomplaintwillbeclarifiedandunresolvedissuesoutlined.It willbeestablishedwhathashappenedsofarandwhohasbeeninvolved.A meetingwillbearrangedtoensurealltheinformationrelatingtothecomplaint hasbeendocumentedandtofindout whatactionthecomplainantfeelswould put thingsright.

Everyoneinvolvedinthecomplaintwillbeinterviewed,accompaniedbya friendorcompanion,iftheywish,toensurethatallthefactsofthecomplaint are understood. The interview will be recorded to ensure a correct recordis recorded. A written record of the complaint, the process ofinvestigation, meetings,telephoneconversationsandotherdocumentswillbekeptfortwo years. These areconfidential.

Thoseinvolvedinthecomplaintwillbeencouragedtosaywhatactionsthey feelwouldremedythesituationatanytime.Thepersoninvestigatingthe complaintwillproduceareportandawrittenresponsetothecomplainant.

Whilsteveryeffortwillbemadetocompleteinvestigationspromptly,insome cases,requiringdetailedinvestigations,and/orwhereanumberofwitnesses mayneedtobeinterviewed,itwilltakelongertoproduceawrittenresponse. Where this is the case, the complainant will be advised of anyrevised timescaleforproductionofthewrittenresponse.

The written response willinclude:

  • details of the agreed subject matter of thecomplaint
  • detailsofwhowascontactedinconnectionwiththesubjectmatterofthe complaint (and in brief) the evidence that wasobtained
  • a full explanation of the decision reached and the reasons forit.
  • whereapplicable,whatactiontheacademywilltaketoaddressthe complaint and preventrecurrence.
  • whattodoifthecomplainantisnotsatisfiedinformationonhowtorequest a review by the governing body and thetimescale.

STAGETHREE–LocalGoverningBodyComplaintsPanel

Arequesttoreviewacomplaintinvestigationshouldbemadeinwritingtothe ChairoftheLocalGoverningBodywithin 28academydaysof receiptofthe outcomeletterandshouldgivethereasonsforrequestingareview.

TheChairmanoftheLocalGoverningBodywillconveneaComplaintsPanel consisting of two governors who should not have been involved in the early stages of the complaint and one person who is independent ofthe managementandrunningoftheacademy.TheBishop Anthony Educational Trustwill arrangeforappointmentofanindependentpersonfortheComplaintsPanel. The panel will elect their ownChair.

A Clerk will be appointed to the panel. The Clerk will usually convenethe ComplaintsPanelhearingwithin15academydaysof receiptofthereview request. The Clerkwill:

  • setthemeetingdate,timeandvenueofthehearing,ensuringthatthe datesareconvenienttoallpartiesandthatthevenue andproceedings areaccessible;
  • where possible give a minimum of 5 academy days’ notice ofthe hearing;
  • collateanywrittenmaterialandsendittothepartiesinadvanceofthe hearing;
  • meet and welcome the parties as they arrive at thehearing;
  • record the proceedings and notify all parties of the panel’sdecision;

TheComplaintsPanelisthelastacademybasedstageofthecomplaints process.Individualcomplaintswouldnotbeheardbythewholegoverning bodyatanystage,asthiswouldcompromisetheimpartialityofanypanelset upforadisciplinaryhearingagainstamemberofstafffollowingaserious complaint.

The Complaints Panelcan:

  • dismiss the complaint in whole or inpart;
  • uphold the complaint in whole or inpart;
  • decideontheappropriateactiontobetakentoresolvethe complaint;
  • recommendchangestotheacademy’ssystemsorprocedurestoensure that problems of a similar nature do notrecur.

It is important that the Complaints Panel hearing is independent andimpartial and that it is seen to be so. No governor may sit on the panel if they havehad a prior involvement in the complaint or in the circumstances surrounding it.In decidingthemake-upofthepanel,governorsneedtotrytoensurethatitis a cross-section of the

categoriesofgovernorandsensitivetotheissuesofrace, gender and religiousaffiliation.

Theaimofthehearing,whichneedstobeheldinprivate,willalwaysbetoresolve the complaint and achieve reconciliation between the academyand the complainant. The panel Chair will ensure that the proceedings areas welcomingaspossible.Thecomplainantmaybringafriendorrepresentativeto themeeting, iftheywish.Extracareneedstobetakenwhenthecomplainant is a child. Careful consideration of the atmosphere and proceedingswill ensurethatthechilddoesnotfeelintimidated.Thepanelneedstobeaware of the views of the child and give them equal consideration to those ofadults. Where the child’s parent is the complainant, it would be helpful to give the parenttheopportunitytosaywhichpartsofthehearing,ifany,thechildneeds toattend.

TheChairoftheComplaintsPanelwillnotifythecomplainantofthepanel’s decisioninwritingwithin5academydays.Copiesofthepanel’sfindingsor recommendationswillbemadeavailableattheacademyforinspectionbythe Bishop Anthony Educational TrustandtheHeadteacher.Theletterwillexplainthatinthe eventthecomplainantdoesnotfeeltheircomplainthasbeen dealtwithto theirsatisfactionbytheacademytheymaycontacttheChief Executive Officer of the Bishop Anthony Educational Trust.

Unit 11, The Business Quarter, Ludlow Eco Park, Ludlow,Shropshire, SY81FD

Tel: 01584838882

AnycomplaintsreferredtotheBishop Anthony EducationalTrustwillbedealtwithundera separatepolicytitledPolicyRelatingtotheManagementofComplaintstothe Multi Academy Trust. This policy is available on the Trust website or isavailableonrequestfromtheBishopAnthonyEducationalTrust.

If,followingareviewofthecomplaintprocessbytheBishopAnthonyEducationalTrustthe complainant is still not satisfied they have the right to complaint tothe EducationSkills and FundingAgency,usinganonlinecomplaintsform.

Records of Complaints

Aconfidentialwrittenrecordwillbekeptofallcomplaintsandanyactiontaken bytheacademyasaresultofthecomplaint,regardlessofwhethertheywere upheld,resolvedatthepreliminarystageorproceededtoapanelhearing.

Correspondence,statementsandrecordsrelatingtoindividualcomplaintsare keptconfidentialexceptwheretheSecretaryofStateorabodyconductingan inspectionundersection109ofthe2008EducationandSkillsActrequests access tothem.

Review of Complaints

TheLocalGoverningBodywillmonitorthelevelandnatureofcomplaintsand reviewtheoutcomesonaregularbasistoensuretheeffectivenessofthe procedureandmakechangeswherenecessary.TheHeadteacherwillreport anyofficialcomplaintsintheHeadteacher’sReporttoGovernorsandtothe Bishop Anthony Educational TrustBoardofDirectors.

Aswellasaddressinganindividual’scomplaint,theprocessof listeningtoand resolvingcomplaintswillcontributetoacademyimprovement.Whenindividual complaintsareheardtheLocalGoverningBodymayidentifyunderlyingissues thatneedtobeaddressed.Themonitoringandreviewofcomplaintsbythe academyandtheLocalGoverningBodywillbeausefultoolinevaluating the academy’sperformance.

Acceptable Behaviour

Whilst the Academy recognises that the process of raising a concernor complaint can be very stressful, the Bishop Anthony Educational Trust willnot tolerate aggressive, violent, abusive or anti-social behaviour towardsanyone on the academy site. Parents and members of the public are requiredto behave in a polite and courteous manner and to abide by the guidance setout in the “Expected Behaviour of Parents and Visitors to an Academy”policy, which is available on the academy website or on request from theBishop Anthony EducationalTrustoffices.Academystaffareexpectedtobehaveinacourteous andprofessionalmannerwhendealingwithparentsandmemberofthepublic at alltimes.

Vexatious Complaints

It is the aim of the Bishop Anthony Educational Trust to resolve allcomplaints to the satisfaction of all parties. However, if there is an occasionwhen, despiteallstagesofthecomplaintsprocedureshavingbeenfollowed,the complainant remains dissatisfied and tries to reopen the same issue,the ChairoftheLocalGoverningBodyisabletoinformtheminwritingthatthe procedurehasbeenexhaustedandthatthematterisnowclosed.

Publicising the Procedure

Thereisalegalrequirementforthecomplaintsproceduretobepublicised. Eachacademywillincludethisinformationontheacademywebsite.Acopy willalsobeincludedinthepolicyfileheldintheacademyoffice.

Review of Policy

Therewillbereviewofthispolicyevery3yearsbytheLocalGoverningBody.

Relevant Legislation

Part7oftheEducation(IndependentAcademyStandards)(England) Regulations2014

Annex A -Flowchart

Summary of Dealing withComplaints

Complaintheardbystaffmember

  • Ensure Headteacher is informed ofoutcome

IssueresolvedIssue notresolved

ComplaintheardbyHeadteacher

  • Acknowledge receipt of complaint in writing, detailing process to be followed within 5 academydays
  • Conduct an investigation of thecomplaint
  • Write to complainant with outcome of investigation usually within 10 academydays

Issueresolved

Issue notresolved

  • Written requestforareviewofthecomplaintwithin28academy days.

Governor’sComplaintsPanelmeetingarrangedwithin15academydaysofreceivingawrittenrequest

  • Issue letter inviting complainant to meeting - minimum 5 academy daysnotice
  • Issue letter to complainant confirming panel decision within 5 academydays
  • Ensure Headteacher is informed of theoutcome

IssueresolvedIssue notresolved

Intheeventthecomplainantdoesnotfeeltheircomplaint hasbeen dealtwithtotheirsatisfactionbytheacademy they may contact the Multi AcademyTrust.

Issueresolved

Issue notresolved

Academy Complaints Policy v1 September2015

Annex B - Example of a complaintform

Please complete and return to (INSERT NAME)whowill acknowledgereceiptandexplainwhatactionwillbetaken.

What actions do you feel might resolve the problem at thisstage?

Are you attaching any paperwork? If so, please givedetails.

Signature: Date:

Officialuse

Date acknowledgementsent: Bywho:

Complaint referredto: Date: