Parklands High School

Complaints Procedure

LEARN RESPECT ASPIRE ACHIEVE

Complaints Procedure

Statement of Purpose

This procedure is intended to clearly indicate a pathway and framework for dealing satisfactorily and

expeditiously with complaints related to school, at an appropriate level.

It is not intended to deal with complaints for which separate procedures are already in place. Existing

routes for complaints related to SEN, Curriculum, Staff Grievance and Discipline etc. must be followed

where applicable. If the matter is inappropriate for such an alternative procedure, the complaint will be

dealt with in line with this procedure.

Scope

This procedure will deal with complaints received relating to the school and to any community facilities

and services which the school provides. A complaint may be made in person, by telephone or in writing.

Principles

This procedure will encourage resolution of problems by informal means wherever possible

Allow swift handling keep people informed of the progress

Ensure a full and fair investigation by an independent person where appropriate

Respect people’s desire for confidentiality

Informal Procedures

It is in everyone’s interest that complaints are resolved at the earliest possible stage. Concerns where

and if at all possible should be dealt with informally and without the need for formal procedures.

The requirement to have a complaints procedure should not in any way undermine efforts to resolve

the concern informally.

Formal Procedure

The formal procedure will need to be invoked when initial attempts to resolve the issues are

unsuccessful and the person raising the concern remains dissatisfied and wishes to take the matter

further.

The school should also respect the views of a complainant who indicates that they would have difficulty

discussing a complaint with a particular employee is school. In these cases the complaint should be

referred to another appropriate employee. Similarly, if the employee feels too compromised to deal

with a complaint this could be referred to another appropriate employee.

When a written formal complaint is received it should be immediately passed to the Head teacher, who

will decide upon the appropriate pathway for dealing with it. If a verbal complaint is made, the

employee receiving the complaint must at the time, make a written note of all given details before

passing to the Head teacher for action.

Should such a complaint involve the Head teacher directly, then the matter will be progressed via the

Chair of Governors.

Having decided the appropriate protocol to follow, the complaint must be formally acknowledged in

writing, stating how the matter will be considered, by whom and an estimate of the time schedule.

The aim should always be to have considered the complaint, dealt appropriately and formally replied in

writing to the complainant within 10 working days. If it is not possible to achieve this target e.g. where

further investigations are necessary, the complainant must be kept informed of progress, details of new

deadlines and an explanation for the delay.

At each stage, the person investigating the complaint makes sure they:

• clarify the nature of the complaint

• establish what has happened and who has been involved

• clarify any misunderstandings that might have occurred

• clarify areas of agreement between parties and what remains unresolved

• meet with the complainant if necessary or contact them

• clarify what the complainant feels would put things right and would resolve the problem

• interview those involved and/or those complained of

• conduct the interview with an open mind and be prepared to persist in the questioning

• keep notes of the interview

• clarify with the complainant that the detail of any resulting internal action by the school against

an employee would remain confidential and deal with in line with school procedures

Stages of the formal procedure

Stage 1

The complaint will be considered directly by the Head teacher, who will respond with his/her

decision/action

Stage 2

If the complainant is not happy with the head teacher’s decision/action the complaint can be referred to

the Chair of Governors who will respond and report the complaint, decision and action to the Governing

Body.

Stage 3

If the complainant is not happy with the decision/action the complain can be referred to a Governors

appeal hearing which is the last school based stage of the complaints process

The above actions should involve full consideration of any supporting evidence or statements and may

involve consultation with employees or LA Officers.

At all stages of the formal procedure complaints will only be considered or heard by parties who have

had no prior involvement in the matter and who have no conflict of interest.

At all stages of the procedure the complainant must be kept informed of progress and that appropriate

confidentiality will be observed.

The outcome of each stage of the procedure will be formally confirmed in writing to the complainant

Appeals

An unsatisfied complainant who is not satisfied with the outcome of stage 1 or 2 of the formal process

has the right to take a complaint to the next stage.

An appeal against the decision or action will be referred “up the line” e.g. from 1 above to 2 above, or 2

to 3. The decision taken by the panel at stage 3 is final and there will be no further right of appeal or

consideration.

Appeals must be confirmed in writing to Chair of Governors within 10 working days of receiving written

notification of the outcome of each stage and must fully clarify the grounds of appeal.

Appendix 1

School Complaint Form

Please complete and return to Head teacher who will acknowledge receipt and explain what

action will be taken Your name:

Pupil’s name:

Address:

Postcode:

Daytime telephone number:

Evening telephone number:

Please give details of your complaint:

What action, if any, have you already taken to try and resolve your complaint. (Who did you

speak to and what was the response?)

Are you attaching any paperwork? If so please give details.

Signature:

Date:

Appendix 2

Template Acknowledgement Letter

Private and Confidential

NAME ADDRESS ADDRESS

DATE

Dear XXXXXXX,

Thank you for your e-mail/letter received on XXXXXXX detailing your concerns in relation to XXXXXX.

I write to confirm that the school are currently investigating the issues raised and that you will be kept

up to date of progress.

Please be assured that our investigations will be undertaken as quickly as possible. In line with our

procedure we aim to investigate your complaint and respond promptly, where this is not possible you

will be kept informed of progress.

In the meantime please do not hesitate to contact XXXXXXXXX, my PA, or myself should you have any

queries in relation to this letter or require any further assistance.

Yours sincerely

XXXXXXXXX

Head teacher

Appendix 3

Template Stage 1 Outcome letter

Private and Confidential

NAME ADDRESS ADDRESS

DATE

Dear XXXXXXX,

I write further to your e-mail/letter of complaint and my previous letter sent to you on XXXXX

confirming that your concerns in relation to XXXXXXXXX would be investigated by the school.

I can confirm that I have now concluded my internal investigations which I am detailing below

Please do not hesitate to contact me should you have any additional concerns.

Yours sincerely

XXXXXXXXX

Head teacher

Appendix 4

Checklist for a Panel Hearing

The panel needs to take the following points into account:

The hearing is as informal as possible

Witnesses are only required to attend for the part of the hearing in which they give their evidence

After introductions and outlining the purpose of the meeting, the complainant is invited to explain their

complaint, and be followed by their witnesses

The Head teacher may question both the complainant and the witnesses after each has spoken

The Head teacher is then invited to explain the school actions and be followed by the school’s witnesses

The complainant may question both the Head teacher and the witnesses after each has spoken

The panel may ask questions at any point

The complainant is then invited to make a closing statement

The Head teacher is then invited to sum up the School’s actions and response to the complaint

Both parties leave together while the panel adjourn to deliberate on the information presented.

The Chair explains that both parties will hear from the panel within a set time scale

The decision(s) will be confirmed in writing within 10 working days