General Complaints Procedure

Policy Reviewing

Policy Status/Review Programme

/

Annual

Reviewed by SLT / September 2016
Ratified by Governors / 28 September 2016
Effective from / 29 September 2016
Review scheduled for / Autumn 2017
Responsible Person / Business Manager
Responsible Governor Committee / Resources Committee

TableofContents

Introduction / …………………………….. / 3
What isa Complaint? / …………………………….. / 3
Howto makea Complaint / …………………………….. / 3
Whocanmake a Complaint / …………………………….. / 3
AnonymousComplaints / …………………………….. / 4
Complaintsreceived out oftime / …………………………….. / 4
Principles ofthe Procedure / …………………………….. / 4
Scope ofthis Complaint Procedure / …………………………….. / 4
ConcurrentConsiderations / …………………………….. / 5
ResolvingComplaints / …………………………….. / 5
Informal Complaintsandconcerns / ……………………………. / 5
Formal ComplaintsProcedure–Overview / …………………………….. / 5
Detailed Procedure / …………………………….. / 6
Stage1 / …………………………….. / 6
Stage2 / …………………………….. / 6
Stage3 / …………………………….. / 6
Recording / …………………………….. / 7
Publicity / …………………………….. / 8
Monitoring theProcedure / …………………………….. / 8
Useful Contacts / …………………………….. / 8
AppendixOne –Flowchart
AppendixTwo–Timescales
AppendixThree–Rolesand Responsibilities
AppendixFour–Checklists
AppendixFive–School ComplaintForm
Appendix6–Unreasonable Complainant
Policy

The Blandford School

Introduction

GoverningBodiesofallmaintainedschoolsandmaintainednursery schoolsin Englandarerequired,underSection29ofthe EducationAct2002tohaveinplacea procedure to dealwithcomplaints relatingto theschooland to any community facilitiesorservicesthattheschoolprovides. Thelaw alsorequires theprocedureto be publicised.

TheSecretaryofStatehasdirectionmakingpowersundersections 496and497oftheEducationAct1996andalthough they arenotunderaduty tointerveneinevery case thatisbroughttotheirattention,they must alwaysconsiderwhether,inlightof theinformation providedto themby a complainant, they shouldexercise their powers.

Individualscontactingthelocalauthority regardingaschoolcomplaintare advisedto contact the school directly.

What isacomplaint?

Acomplaintmay be generallydefinedas‘anexpressionofdissatisfactionordisquiet whichrequires aresponse’.

Informalcomplaints–The Blandford Schooltakesinformalconcernsseriously andwill make effortstoresolve mattersearlieststagepossible.

Formalcomplaints-Thisformalprocedurewillbeinvokedwheninitialattemptsto resolve theissueareunsuccessful and theperson raising theconcern remains dissatisfied andwishes to takethematterfurther.

HowtomakeaComplaint (Appendices 1 and 5)

Formal complaintsshould bemade inthefirstinstance,toThe BlandfordSchool ComplaintsCo-ordinator[1]. A complaintcanbemade in person,inwritingor by telephone and you will be askedtocomplete acomplaints form (Appendix5).The ComplaintsCo-ordinatorwill record thedatethe complaintisreceived andwill acknowledge inwriting (letteroremail) receiptof the complaintwithin 3school days.

Who can makea Complaint?

Anypersonmaymakeacomplainttotheschooliftheschoolisdirectlyresponsible for theissuebeingcomplainedabout. Itisnotlimited toparentswithchildren registeredattheschool.The Blandford School will only consider complaints in respect of a student who is no longer at the school if it could influence events for other students.The Blandford School has a policy for dealing with unreasonable complainants/harassment in schools (Appendix 6).

AnonymousComplaints

TheComplaints Co-ordinator in conjunction withtheHeadteacherandChairof Governorswill determinewhetherthegravityofan anonymouscomplaint warrantsits investigation.

Complaintsreceived outof TermTime

Complaints made outside ofterm time willbe deemedto have beenreceived onthe first school dayafter theholidayperiod.

Principles oftheProcedure

An effective complaintsprocedureshall:-

Notexclude anygroup with protectedcharacteristicsfrommaking acomplaint.

Encourageresolution of problemsbyinformalmeans whereverpossible.

Be easilyaccessibleandpublicised.

Besimpletounderstandand use.

Beimpartial.

Benon-adversarial.

Allowswifthandlingwith established time-limitsforaction andkeepingpeople informedoftheprogress (Appendix 2).

Ensure afull andfairinvestigation byan independentperson where necessary;

Respect people’s desire for confidentialityunless there is a safeguarding concern, in which case confidentiality may not be guaranteed – see Scope of this Complaint Procedure below.

Address allthe pointsat issue and provide aneffectiveresponseandappropriateredress, wherenecessary.

Provideinformationtothe school’sseniormanagement team sothat servicescan be improved (i.e.learningfromfeedback).

Have due regardtotheprinciples oftheEqualityAct2010and howthey impact upon schools, parents,carersandchildren/young people.

Scopeofthis Complaint Procedure

Thisprocedurecoversallcomplaintswiththeexceptionslistedbelowforwhich thereareseparate(statutory)procedures.

Thispolicydoes notcoverthefollowingissues:-

admissionsto schools:

exclusion ofchildren/young peoplesfromschool;

statutoryassessmentsofspecial educationneeds;

school re-organisationproposalssubject tostatutoryprocedures;

matters likelytorequirea Child Protection Investigation;

whistle-blowing;

staff grievances and disciplinaryprocedures;

complaintsaboutservicesprovidedbyotherproviders,suchascontractorsand other Council service units.

Complaintsthathavealready beeninvestigated cannotbeconsideredagain.Legal, safeguardingordisciplinaryproceedingsmay takeprecedenceovercomplaints proceduresandtimescales.

ConcurrentConsiderations

Legal, safeguarding or disciplinary proceedings may take precedence over complaintsprocedures and timescales.

Ifthereisariskthatdealingwithacomplaintmightprejudicea concurrent consideration, thecomplaintsprocedurewillbesuspendeduntil theconcurrent consideration is concluded. The Complaints Co-ordinator will write to the Complainantexplainingthereasonforthedecisionandthenatureofthe concurrent consideration.Oncethe concurrentconsiderationisconcluded,thecomplaintcanbe investigatedasappropriate.

Resolving Complaints

Ateachstageinthe procedure, theschoolwillwant toresolve the complaintif possible.It mightbe sufficienttoacknowledgethat the complaintisvalid inwhole or in part. In addition,itmaybe appropriateto offer one or more of thefollowing:

 an apology;

 an explanation;

 an admissionthatthe situation could have beenhandled differentlyorbetter;

 an assurancethat theeventcomplained ofwill not recur;

an explanation ofthe steps thathave beentakento ensurethat it will nothappen again;

 an undertakingtoreview school policies in lightof thecomplaint.

InformalComplaintsor concerns

As stated above,the school takes any concerns or informal complaints very seriously.Theschoolwillendeavourtoresolveissuesinformallywhereverpossible topreventmattersescalatingto the formalprocedure.Ifyouwouldliketoraise concerns,please start by telling the classteacher,headofyear or relevant person (ie the person responsible for community use of the school)aboutyour concern.Thisisusuallythe best andquickest wayofresolvingissues.

It is recommendedthatyou speak totherelevant personas soon as possible as thiswill giveall partiesthe opportunitytodiscuss yourconcerns.

Thepurposeofthis discussionshould betoestablish theissuesandto seeka realistic resolution ifpossible.

Formal ComplaintsProcedure– overview (Appendix 1)

Ifitisnotpossibletoresolvethecomplaintinformally,thecomplainantshouldbe advised to makeaformal complaint. Thereare three stagestothisprocedure:-

Stage 1–ComplaintHeard by

Headteacher or Deputy Headteacher

Ifthecomplaintcannotbe resolvedinformally,thenthe Headteacher will investigate.

Stage 2–ComplaintHeard by

Chairof Governors

Ifthecomplainantremains unhappyorthecomplaintisabout theHeadteacher theinvestigation will be undertakenbytheChairof Governors.

Stage 3–ComplaintHeard by

Governing BodyReview

Panel

Thiswill consistof Governors notinvolved in the complaints processatan earlierstage.

Ifthecomplaintisabout a Headteacher, thenthecomplaintwillautomatically be considered atStage 2.

DetailedProcedure

Stage 1–ComplaintHeard byHeadteacher

Formal complaints mustbe madetoThe BlandfordSchool ComplaintsCo-ordinator.A complaintcanbemadein person,in writingorbytelephone.The ComplaintsCo- ordinatorwill recordthedatethe complaintis received and will acknowledgein writing(letteroremail)receiptofthe complaintwithin 3school days.

TheHeadteacher or Deputy Headteacherwill investigatethecomplaintand respondtotheComplainant within 10school daysof the date of receiptofthecomplaint.The Headteacherwill advise the complainant to contact theComplaints Co-ordinatoriftheyshould wish to escalatetheircomplaint to Stage2.

Stage 2–ComplaintHeard bytheChairofGovernors

Ifthe Complainantisdissatisfied with the outcomeoftheHeadteacher’s investigation atStage1andwishestotake thematterfurtherorifthecomplaintis aboutthe Headteacher, theycanaskfor thematter to beconsideredbytheChairof Governors.

TheChairofGovernors willacknowledge the complaintwithin3schooldays. If the Chair of Governors is not able to respond within 5 school days, the Vice Chair of Governors will respond. The acknowledgement will includea summaryofthecomplaintsprocedureanda responsedategiven.Thiswillbewithin10schooldays.Ifthisdatecannotbemet, the Complainantwill begiven an update andrevised response date.

TheChairofGovernorswillprovideaformalwritten response totheComplainant detailingactionstaken toinvestigate the complaintandprovidea fullexplanationof decisionstakenandthereasonsforthem.Whereappropriate,itshouldinclude detailsofactionstheschool will taketoresolve the complaint.

TheComplainantwill be provided with detailsofhowto contact theGoverningbodyif theyarenot satisfiedwith theresponse.

Stage 3–ComplaintHeard bytheGoverningBody’sComplaintsReviewPanel

The Complainantmustwrite to the ChairofGovernorsgivingdetailsofthe complaint. Complaintsmusthavebeenconsidered by the firsttwostagesbeforeproceedingto panel.

TheClerk to the Governorswillacknowledgetherequestinwritingwithin3school daysandinformtheComplainantoftherighttosubmitany furtherdocumentsor informationrelevanttothecomplaint. Thepanel willnotconsidernew complaints.A deadline for submissionof these documents will be 5working daysbeforethe hearing.

TheschoolwillsubmittheStage1and2responses(asappropriate)togetherwith anywrittenresponsefromtheHeadteacherasappropriate.TheHeadteachermay alsoinvitemembersofstaffdirectly involvedinmattersraisedby theComplainantto respond personallyorinwriting.

The Clerkto the Governorsmustconvene the complaintscommittee elected fromthe Governing Body. The committee will comprise 3 governors whohavehadno previousinvolvementwiththecomplaint.Thecomplaintwillnotbeheardbythe entiregoverningbody.

TheComplaintsPanelwillsetatimetable forthehearingandwillnotify the Complainantofthis. Thereview hearingwillbeheardwithin20schooldaysof receivingtherequest.

The aimofthe panelwillbe to resolvethe complaintand achieve reconciliation between the schoolandtheComplainantif thisispossible.

Thehearingwillbeheldinprivate.Anywitnesses(otherthantheComplainantand theHeadteacher)shouldonlyattendforthepartofthehearinginwhichtheygive theirevidence.GoodpracticewouldbethatatnopointshouldtheHeadteacheror the parent/carerbeleftwiththecomplaintpanel without the other beingpresent

Oncethepanelaresatisfiedthattheyhaveheardalltheinformationtheyneedto makeadecision,the Chairofthe Panelwillexplain to theComplainantand the Headteacherthatthecommitteewillconsideritsdecisionandrespondinwriting within 15school days.TheComplainantandtheHeadteacher will then leave.

Thepanelwill thenconsiderthecomplaintandall theevidencepresented. Thepanel can:-

Uphold the complaint, inwhole orin part.

Dismiss thecomplaint, in whole orin part.

Decide on theappropriate actiontobetakentoresolve the complaint.

Where appropriate,recommend changes to theschool’s systems orprocedurestoprevent similardifficulties inthefuture.

Awrittenresponsedetailingthe decisions,recommendationsand thebasisonwhich thesehavebeen madewill be sentto theComplainantwithin15 school days. The Complainantmustbe notified oftherighttorefer theirconcernsto theDepartment for Education iftheyaredissatisfied with thewaytheircomplainthasbeen dealtwith.

Recording

TheComplaints Co-ordinator will record all detailsofthecomplaintincluding:-

 Dateofreceipt.

Action taken.

Summaryofcomplaint.

Briefnotes of meetingsand telephonecallswiththe progressof thecomplaint.

Ensurethatthestaffmembersubjecttoacomplaintisinformedassoonas possible.

Any writtenresponse.

Minutes ofanymeetings.

Final outcome.

Learningfromcomplaints.

All functionsof thecomplaintsprocedure shouldbe mindful oftherequirementsof the Data Protection Act, 1998 andthe Freedom of Information Act, 2000

Publicity

Detailsoftheschool’scomplaintsprocedurecanbefoundasfollows:-

the schoolprospectus;

anyreport/communicationfromthegovernorstoparents/carers;

the informationgiven tonewparents/carers when their children/young peoplejoin the school;

the informationgiven tothechildren/young people themselves;

the home-school agreement;

home school bulletinsornewsletters;

documentssuppliedto communityusers including courseinformation orletting agreements;

a specificcomplaints leafletwhich includes aform on which acomplaintcan be made;

postersdisplayed in areasoftheschoolthat will be used bythe public, such as reception or themain entrance;

the school website

Monitoring oftheProcedure

The schoolwillmonitortheoperationand effectivenessofthiscomplaintsprocedure aswellashow informationaboutcomplaintsisbeingused toimproveservicesand delivery.

UsefulContacts

ComplaintsCo-ordinator

Liz Bishopp, Business Manager

Tel: 01258 451121

DepartmentforEducation

2nd Floor

PiccadillyGate StoreStreet Manchester

M1 2WD

Tel 03700002288

ComplaintAdvice Service Children’sServices Directorate County Hall

Dorchester

DT1 1XJ

Tel 01305225076

Email

Julie Taylor QA/ComplaintsManager March2015

ThisdocumentcanbemadeavailableinotherformatsincludingBraille,audio and largeprintand other languages.

RefertoHeadteacher/ComplaintCo-ordinator(CC)

Stage

1

CanHT/CCresolveit quickly?

NoYes

Record enquiryand outcome

IsthecomplaintabouttheHeadteacher?

YesNo

Stage

2

ComplainantwritestoChairofGovernors

ChairofGovernors investigatesand responds

ComplainantwritestoHeadteacher

Headteacher investigatesand responds

IstheComplainantsatisfied?

Yes

Record enquiryand outcome

No

ComplainantwritestotheChairofGovernors

ComplaintsReviewPanelHearing

Stage

3

IstheComplainantsatisfied?

Yes

Record enquiryand outcome

No

ComplainantwritestoDepartmentof Education

ComplaintReceived

3days-acknowledgementsentstatingwhowillbe investigatinganddeadlinefor response.

Willyoumeettheresponsedeadline?Aimtohavea finalresponsewithin10workingdays.

Stage1

YesNo

Sendresponse;settingoutnextstepsshould theComplainantremainunhappy.

Notifythecomplaintthatanextensionis requiredandthenew responsedate.

IstheComplainantsatisfiedwiththeresponse?

Recordenquiryand outcome

YesNo

Proceedtostage2ofthecomplaintpolicy–thismaybeaninvestigationbytheHeadteacherorChairofGovernors.

Stage2

3 daysafterconfirmationthatComplainantremainsunhappy-Headteacher/ChairofGovernorscontacts

Complainanttoconfirmnextstage anddeadlineforresponse.

Aimtohavecompletedtheinvestigationwithin10workingdays.Sendresponse,settingoutnext stepsiftheComplainantremainsunhappy.Ifextensionis required,senda notificationof thenew responsedate.

IstheComplainantsatisfiedwiththeresponse?

Recordenquiryand outcome

YesNo

ReviewPanel

3 daysafterconfirmationthatComplaintremainsunhappy-ClerktotheGovernorswritestotheComplainantwith detailsoftheReviewPanelandrequirements;hearingtobeheld20workingdaysfrom receivingtherequest.

Stage3

IstheComplainantsatisfied?

Recordenquiry andoutcome

YesNo

ReferComplainanttotheDepartmentforEducation

Appendix3–Rolesand Responsibilities

The Complainant

TheComplainantorpersonwhomakesthecomplaintwillreceiveamoreeffective responsetothecomplaintifhe/she:-

Co-operateswith theschool in seeking asolutiontothe complaint.

Expresses thecomplaint infull asearlyas possible.

Respondspromptlytorequestsforinformationormeetingsorinagreeingthe detailsofthecomplaint.

AskstheComplaints Co-ordinatorforassistanceas needed.

Treatsall thoseinvolvedin the complaintwith respect.

The Complaints Co-ordinator

TheComplaints Co-ordinatorwill:-

Ensure thatall people involved in the complaintprocedureshould beawareofthe legislation around complaintsincludingtheEquality Act2010,DataProtection Act and Freedomof Information Act.

LiaisewiththeStaffMember,Headteacher,ChairofGovernorsandPanelClerk to ensurethesmoothrunningof thecomplaintsprocedure.

Keep records.

Be awareofissues regarding:-

oSharing thirdparty information.

oAdditionalsupport-thismaybeneededbycomplainantswhenmakingacomplaintincluding interpretation support.

EnsurethattheComplainantisfullyupdatedateachstageoftheprocedureand thatsometimeslettersregardingtheprogressofthecomplaintmay alsoneedto be translated.

The Investigator

TheInvestigatoristhepersoninvolvedin Stages1 and2 of the procedure. TheInvestigator’s role can include:-

Providinga comprehensive,open, transparentandfair consideration of the complaintthrough:-

oSensitive and thoroughinterviewingoftheComplainant.

oConsideration ofrecords and other relevantinformation.

oInterviewingwith staffandchildren/young peoplesand other peoplerelevanttothecomplaint.

oAnalysinginformation.

Effectively liaisingwith theComplainantandthe ComplaintsCo-ordinatoras appropriate.

Identifying solutions andrecommendingcoursesofactiontoresolve problems.

Be mindful of thetimescales torespondtotheComplainantin plain and clear language.

The PanelClerk (thiscould beClerktotheGovernors)

TheClerkisthecontactpoint for theComplainant forthepanelmeetingandis requiredto:-

Setthedate,timeand venue ofthehearing, ensuring that thedatesare convenientto all partiesand that the venueandproceedingsare accessible.

Collateanywritten material and send ittotheparties in advance ofthehearing.

Meetand welcome the parties astheyarrive at the hearing.

Recordthe proceedings.

Notifyall parties of thepanel’sdecision.

Liaise with theComplaintsCo-ordinator.

The PanelChair

ThePanel Chairhasa keyrole in ensuring that:-

Themeetingisminuted.

The remit of the panel is explained tothepartiesand eachpartyhas the opportunityofputting theircasewithoutundue interruption.

Theissuesare addressed.

Keyfindingsof factaremade.

Parents/carersandotherswhomaynotbeusedtospeakingatsuchahearing areputatease.ThisisparticularlyimportantiftheComplainantisachild/young

person.

The hearingisconducted in an informal manner with each partytreatingthe other with respectandcourtesy.

Thelayoutoftheroomwillsetthetoneandcareisneededtoensurethesetting isinformal and notadversarial.

Thepanel isopen-minded and acts independently.

No memberof thepanelhasan externalinterest in theoutcome of the proceedingsorany involvementin anearlierstage oftheprocedure.

Each side isgiven theopportunityto statetheir case and askquestions.

Writtenmaterialisseenbyallparties.Ifanewissuearisesitwouldbeusefulto give all partiestheopportunitytoconsider and commenton.

Liaise with thePanel ClerkandComplaints Co-ordinator.

Panel Member

Panellistsshould beawarethat:-

Itisimportantthatthereviewpanelhearingisindependentandimpartialandthat itisseentobeso.Nogovernormaysitonthepaneliftheyhavehadaprior involvementinthecomplaintorinthecircumstancessurroundingit.Indeciding themake-upofthepanel,governorsneedtotryandensurethatitisacross- sectionofthecategories ofgovernorandsensitivetotheissuesofrace,gender and religiousaffiliation.

Theaimofthehearing,whichneedstobeheldinprivate,willalwaysbeto resolve the complaintand achieve reconciliation between the schooland the Complainant.However,ithas tobe recognisedtheComplainantmightnotbe satisfiedwiththeoutcomeifthehearingdoesnotfindintheir favour.Itmay only bepossibletoestablishthefactsandmakerecommendationswhichwillsatisfy theComplainantthathisorhercomplainthasbeen takenseriously.

An effective panel will acknowledgethat manycomplainants feel nervousand inhibited in aformalsetting.Parents/carersoftenfeel emotional when discussing an issuethat affectstheirchild or youngperson. The panel chair will ensure that the proceedingsare as welcomingaspossible. Thelayoutoftheroomwill setthe tone andcare isneededto ensurethesetting isinformal and not adversarial.

Extra careneedstobetakenwhen theComplainantisachild/young person. Careful consideration of the atmosphereandproceedingswill ensure that the child/youngpersondoesnot feel intimidated.Thepanel needsto beawareoftheviewsofthechild/young personandgive them equal considerationtothose of adults.Wherethe child/young person’sparent/careristheComplainant, itwould be helpful togive theparent/carer theopportunityto saywhich partsofthehearing,ifany, thechild/youngpersonneedstoattend.

NB Governorssitting onthe panel needtobeawareof the complaintsprocedure.

Appendix4- Checklists

Investigation Checklist

Thepersoninvestigating ateach stageofthecomplaintwill need to:-

Establish whathas happened sofar,andwho hasbeen involved.

Clarifythenature of thecomplaintandwhatremains unresolved.

MeetwiththeComplainant or contactthem– see Meeting with theComplainantbelow.

EstablishtheoutcomesthattheComplainantisseekingandwhethertheseare achievable throughthe complaintsprocess.

Interviewthoseinvolvedinthematterand/orthosecomplainedof,allowingthem to beaccompanied iftheywish.

Conductinterviews withanopen mindandbe prepared topersistinthe questioning.

Keep notesofinterviews.

Meetingwith Complainant

Theinvestigatorwill need to:-

AllowtheComplainant toexplain howtheyfeeland expressanystrong emotions– theyshouldfeel asiftheircomplainthasbeen accepted.

Clarifythecomplaintandall itsindividual partsand producea writtenrecord.

AskwhattheComplainantisseeking regardingsolution oroutcomes.

Checkwhether theComplainantneedssupport ofanykind, in order to understandthediscussion properly.

Determinewhether theyneed supportduring theprocess i.e. an advocateorany accessibilityneeds suchas signer,hearing loop etc.

Read thebackgroundtothe complaintandtherelevantlegal andadministrative policies and procedures.

Considerwhether the complaintcould beresolved without furtherinvestigation.

Assess whether thecomplaintsprocedure isthemostappropriatewayof handlingthiscomplaint.

Interviewing:- Children/young people

Children/youngpeoplewillbeinterviewedinthepresenceofanothermemberof staff,orin thecaseofseriouscomplaints (e.g.wherethepossibility ofcriminal investigation exists) in the presenceof theirparents/carers.

Care shouldbe taken inthese circumstances not to create an intimidating atmosphere.

Children/youngpeoplewillbetoldwhattheinterviewisaboutandthattheycan have someone with them.

Staff

Explain the complaintand yourroleclearlyto theinterviewee and confirm that theyunderstandthe complaintsprocedure andtheirrole in it.

Staffareallowed a colleagueto support themat theirinterview. Thecolleague must not beanyone likelyto beinterviewed themselves,includingtheirline manager.

Use open notleadingquestions.

Do notexpressopinions in wordsorattitude.

Asksingle not multiple questions, i.e.onequestion at atime.

Tryto separate ‘hearsay’ evidencefrom factbyaskingintervieweeshowthey knowa particularfact.

Persistwithquestionsif necessary. Do notbeafraid toask thesamequestion twice. Make notes ofeach answergiven.

Deal with conflictingevidence byseeking corroborative evidence. Ifthisisnot available,discuss with the Complaints Co-ordinator/Headteacher/ ChairofGovernorstheoption ofa meeting between the conflicting witnesses.

Make aformal record of the interviewfrom thewritten notes assoonaspossible while the memory isfresh.Showthe intervieweetheformal record,askif he hasanythingtoadd,andto signtherecordasaccurate.

Complaints PanelChecklist

Thepanel will tryto ensurethat:-

Thehearingisas informal as possible.

Witnessesareonlyrequiredtoattendforthepartofthehearinginwhichthey give their evidence.

Afterintroductions,theComplainantisinvitedtoexplaintheircomplaint,outline theirdesired outcomeandbefollowed bytheirwitnesses.

TheHeadteachermayquestiontheComplainantandthewitnessesaftereach hasspoken.

TheHeadteacheris theninvited to explainthe school’sactions,theirviewson the

desired outcomesandbefollowed bythe school’switnesses.

TheComplainantmayquestionboththeHeadteacherandthewitnessesafter each hasspoken.

Thepanel mayaskquestionsatanypoint.

TheComplainantistheninvited tosumuptheir complaint.

TheHeadteacheristheninvitedtosumuptheschool’sactionsandresponseto theComplaint.

TheChairexplainsthatbothpartieswillhearfromthepanelwithin15school days.

Bothparties leave togetherwhile the panel decideonthe issues.

Appendix5- School Complaint Form

Please completethisformandreturn ittoLiz BishoppComplaints Co-ordinator who will acknowledgereceiptandexplainwhataction will be taken.

Yourname:
Child/youngperson’sname:
Yourrelationship tothe child/youngperson:
YourAddress:
Daytime telephone number: Eveningtelephone number:
Email:
Please give concise detailsofyourcomplaint, whatyou think theSchool did wrongor did notdo. Include dates,namesofwitnesses etc.
What action,ifany,have you alreadytakentotrytoresolve yourcomplaint? (who have you spoken with orwritten toand whatwas the outcome?).
What do you think theSchool should dotoresolve mattersat thisstage?

Please listanypaperworkyou areattaching:

Do you need thepaperwork to bereturnedto you: Yes/No

Signature:………………………………………Date:…………………

School Use

Dateform received:Received by:

Dateacknowledgement sent:Acknowledgement sentby:

Complaintreferredto:Date referred:

Date response sent:

Appendix6Policyfor Unreasonable Complainants/ Harassmentin Schools

TheHeadteacherand staffatThe Blandford Schooldeal withspecificcomplaintsaspart oftheir day-to-daymanagementofthe school in accordance with itsComplaintsProcedure. Themajorityofcomplaintsare handledin aninformal mannerand areresolved quickly,sensitivelyand to thesatisfactionofthe complainant.

TheBlandford School iscommittedtodealingwithallcomplaintsfairly andimpartiallyandto providingahigh quality servicetothosewhocomplainandtheywillnotnormally limit the contactcomplainantshavewiththe school. However,there areoccasionswhen complainantsbehave inan unreasonable mannerwhen raisingand/orpursuing their concernsand the schooldoesnotexpecttheirstaff to tolerateunacceptable behaviour.Theschoolwill takeactiontoprotectstaff from thatbehaviour,including that which is abusive,offensive orthreatening.

Inthesecircumstances the schoolmaytakeaction in accordance with thispolicy.

Aimsof the policy

Theaimsofthispolicyare to:

uphold thestandards of courtesyandreasonableness that should characterise all communication between the School and personswho wishto expressa concernorpursue a complaint;

support thewell-beingofstudents,staffandeveryone else who haslegitimate interest inthe workof the School,includinggovernorsand parents;

dealfairly,honestlyand properlywith those whomake persistent or vexatious;

complaintsandthose who harassmembersof staffinschool while ensuring that otherstakeholderssuffernodetriment.

Definitionof Unreasonable Complainant

TheBlandford Schooldefines unreasonable complainantsas ‘thosewho, because of the frequencyornatureoftheircontactswiththeschool,hinderour consideration oftheir orother people’scomplaints’.

A complaintcan be regarded as unreasonablewhen theperson making the complaint:-

Refusestoarticulatetheircomplaintorspecifythegroundsofacomplaintorthe outcomessoughtbyraising thecomplaint,despiteoffersofassistance.

Refuses to co-operate with the complaints investigation process while still wishingtheir complaint to beresolved.

Refusestoacceptthatcertainissuesarenotwithinthescopeofacomplaints procedure.

Insistsonthecomplaintbeingdealtwithinwayswhichareincompatiblewiththe adopted complaintsprocedureorwithgood practice.

Introducing trivial orirrelevantinformation which the complainantexpectstobe taken intoaccountand commented on, orraisinglargenumbersofdetailed but

unimportant questionsand insisting theyarefullyansweredoften immediately and totheir own timescales.

Makesunjustifiedcomplaintsaboutstaffwhoaretryingtodealwiththeissues, and seekstohave them replaced.

 Changesthebasisof thecomplaintastheinvestigation proceeds.

Repeatedlymakesthesame complaint (despite previous investigationsor responsesconcluding that the complaintisgroundless orhasbeenaddressed).

 Refusestoacceptthefindingsoftheinvestigationintothatcomplaintwherethe

school’s complaintprocess hasbeen fully and properlyimplemented andexhaustedincluding referraltothe DfE.

 Seeksan unrealisticoutcome.

 Has ahistoryofmakingunreasonable complaints.

Makesexcessivedemandsonschooltimebyfrequent,lengthy,complicatedand stressfulcontactwithstaffregardingthecomplaintinperson,inwriting,byemailand bytelephone whilstthe complaint isbeingdealtwith.

Electronicallyrecordingmeetingsorconversationswithoutthepriorknowledge and consent of the otherpersonsinvolved.

Acomplaintwillalsobeconsideredunreasonableifthepersonmakingthecomplaint does soeitherfacetoface,bytelephoneor in writing orelectronically:-

  • Maliciously.
  • Aggressively.
  • Using threats, intimidation or violence
  • Usingabusive,offensive ordiscriminatorylanguage.
  • Knowingit tobefalse.
  • Using falsified information.

Actsin apersistentwayby:-

oSendingnumerousletters;

oMaking multiple phone calls;

oSending multiple e-mails;

oLeavingmultiple voicemails;

oSending multiple text messages;

Publishingunacceptableinformation in avarietyof media suchas insocial mediawebsites and newspapers.

Action to betakenbythe school

Wheneverpossible, the Headteacher or Chairof Governorswilldiscuss theconcerns withtheComplainantinformally beforeinvokingtheprocedure.Thiswillbeconfirmed in writing.

IfthebehaviourcontinuestheHeadteacherwillwritetotheComplainantexplaining thattheirbehaviourisunacceptableandisbeingconsideredunderthispolicy.The

letterwillspecifywhatbehaviourisunreasonableandaskingthem to changeit.The Headteacher may alsospecify methodsofcommunicationandtimesina communication plan.

Anyseriousincidentofaggressionorviolencetheconcernsandactionwillbeputin writingimmediatelyand the Police informed.

Anylegitimatenewcomplaintswill still be considered even iftheperson making them is,orhasbeen, subject to thePolicyforDealingwith Unreasonable Complaints.7.

Review

TheSchool will reviewas appropriate,andata minimumoncein aschool year,any sanctionsapplied inthecontextof thispolicy.

[1]Roles and Responsibilities are described in Appendix 3.