OCTOBER 2005

Aim

It is recognised that things can go wrong, but the school is committed to resolving concerns as quickly and effectively as possible.  The aim of this policy is to outline the procedures necessary for parents and carers to express their concerns or make a complaint.  This includes procedures for complaints about the national curriculum, religious education and related matters.

Vision

The school values its relationship with its community and especially the parents or carers of the students who attend the school.  Consequently we offer a range of opportunities during the school year for parents to discuss any concerns they have about their childs progress or arrangements for learning.  However, concerns may arise at other times.

Procedure

Preliminary/Informal Stage:

• Parents should initially express their concerns to the relevant member of staff, Head of Department, tutor or Head of House.
• The majority of concerns are normally resolved quickly and effectively this way.
• If the complaint is not resolved to the satisfaction of the complainant, the complainant may refer the matter to the Headteacher.

Stage 1 Headteacher

• If the matter has not been resolved in the Preliminary/Informal stage, the parent should write to the Headteacher.
• An acknowledgement letter will be sent to the parent.  The Headteacher, who will look into the complaint and respond accordingly, will endeavour to make a formal response within 5 working days.
• In most cases, the complaint will be dealt with satisfactorily at this stage.

Stage 2 Chair of Governors

• If discussions with the Headteacher do not resolve the complaint, a parent may write formally to the Chair of Governors, via the school address, who will then review the issues and the Headteachers response.
• An acknowledgement letter will be sent to the parent on receipt of the letter.
• The Chair of Governors will then inform the complainant about the conclusion and try to resolve the concerns.  This response will endeavour to be made within 20 working days.

Stage 3 The Governing Bodys Complaints Panel

• If, in the very rare circumstances, a parent remains dissatisfied with the outcomes and wishes to pursue the complaint, they may request that the Governing Bodys Complaint Panel hears the case.
• The request should be made in writing to the Clerk to the Governing Body, via the school address and should include information about the:

1. Nature of the original complaint.
2. Steps taken by the Headteacher to deal with the matter and then Headteachers response.
3. Chair of Governors response.
4. Reasons for pursuing the complaint beyond the Chair of Governors.

The Complaints Panel Meeting

• The Clerk will arrange a meeting within 20 days of the request and inform parents about the process and agenda.
• The complaints panel will consist of 3 Governors with no previous involvement in the matter.  For complaints about the national curriculum, religious education and related matters, members will, where possible be drawn from the Governors curriculum committee.
• Parents will be given the opportunity to submit additional supporting information prior to the meeting.  The panel will then meet with all parties to consider both written and oral submissions.
• An example of a typical agenda may be:

1. Introductions
2. Oral submissions by the complainant
3. Questions by the school
4. Oral response by the Headteacher and Chair of Governors
5. Questions by the complainant
6. Brief summary by the complainant, with no new information
7. Brief summary by the school, with no new information

• Parents will be notified of the panels decision in writing within a stated timescale.

Stage 4 The LEA

• A parent may appeal to the LEA, if they are not satisfied with the decision of the Governors Complaints Panel.  Further information on this process can be obtained by writing to the Governors Clerk at the school.