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Flint High School Complaints Policy Rationale Many concerns and complaints can be resolved quickly and informally. There are many occasions where issues are resolved immediately through a member of staff, depending on the nature of the complaint. The school values contact with parents and will also strive to resolve any issues or concerns about all aspects of school life. Flint High School is committed to taking concerns seriously, at the earliest stage, in the hope of keeping the number of formal complaints to a minimum and without needing formal procedures. However, depending on the nature of the complaint, there may be a wish or requirement to follow the school’s formal complaints procedure. For the school to be able to investigate a complaint, it needs to be made within one year of the incident occurring. If a complaint is older than a year it will not be investigated. This policy and procedure will be relied upon in respect of all complaints by parents and students made against the school except where a separate policy and procedure applies in respect of; child protection allegations, exclusions, appeals relating to internal assessment decisions for external qualifications

Purpose:1. To encourage resolution of problems by informal means wherever possible 2. To resolve the complaint in a sensitive, non-adversarial, impartial and confidential manner. 3. To allow swift handling with established time-limits for action and keeping people informed 4. To work to find a resolution that is satisfactory to all parties and is in the best interest of the students

Practice:This Policy has three main stages. • Stage 1 – A concern is raised informally with a staff member. • Stage 2 – Formal complaint is heard by the Headteacher. • Stage 3 – Complaint is heard by Governing Body’s Complaints Appeal Panel.

Stage One - Informal Resolution 1. If parents have a complaint they should normally contact their child’s Form Teacher, Learning Manager or Curriculum Co-ordinator. In many cases, the matter will be resolved straightaway by this means to the parents’ satisfaction. If the member of staff cannot resolve the matter alone, it may be necessary for him/her to consult another member of staff. 2. Complaints made directly to an Assistant Headteacher or Headteacher will usually be referred to the relevant member of staff if it is deemed appropriate for him/her to deal with the matter personally. 3. The member of staff will make a written record of all concerns and complaints and the date on which they were received. These records will be kept for one (1) year after the student leaves the school 4. Should the matter not be resolved , then parents will be advised to proceed with their complaint in accordance with Stage Two of this Procedure.

Stage Two - Formal Resolution 1. Formal complaints shall be put in writing (Annex A) and addressed to the Headteacher. The complaint will be logged, including the date it was received. 2. The school will normally acknowledge receipt of the complaint within 2 school working days of receiving it. In many cases this response will also report on the action the school has taken to resolve the issue. 3. In most cases, the Headteacher or a member of the leadership team will meet or speak with the parents concerned to discuss the matter. If possible, a resolution will be reached at this stage or it may be necessary to carry out further investigations.

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Flint High School Complaints Policy

4. A written record of all meetings and interviews will be held in relation to the complaint. 5. Once the Headteacher is satisfied that, so far as is practicable, all of the relevant facts have been established, a decision will be made. Parents will be informed of this decision in writing, giving reasons for the decision. The written decision should be provided no later than ten (10) working days after speaking or meeting with parents. 6. If parents are not satisfied with the result at stage 2 parents should write to or call the school within 10 school working days of getting the response. Parents will need to tell the school why they are still not satisfied and what they would like the school to do.

Stage 3 Governors’ Panel Hearing 1. If still dissatisfied with the result at stage 3, parents have the opportunity to have their complaint considered by the governing body. Parents will need to let the school know within 10 school working days of getting the response, that they wish to lodge an appeal (Flint High School Complaint Form Stage Three) 2. The Chair will convene a complaints panel. The hearing will normally take place within 10 school working days of the receipt of the written request for Stage 3 investigation. 3. The Complaints Panel is only obliged to consider the complaint(s) lodged in this ‘initial submission’ although they may use their discretion to consider other relevant and related matters that may subsequently arise. 4. Where the Complaints Panel deems it necessary, it may require that further particulars of the complaint or any related matter be supplied in advance of the hearing. In such cases all parties will be given the opportunity to submit written evidence to the Panel in support of their position, including: documents in support of complaint(s), chronology and key dates relating to complaint(s), and written submission setting out the complaint(s) in more detail. 5. All parties will be notified of the Panel’s decision in writing within 5 school working days after the hearing. 6. In cases where the matter concerns the conduct of the Headteacher, the Headteacher and Chair of Governors will be informed of the complaint. The Chair of Governors will arrange for the matter to be investigated. In cases where the matter concerns the conduct of a member of the Governing Body the member will be informed of the complaint. 7. The Governors appeal hearing is the last school-based stage of the complaints process. 8. The school will keep a record of all appeals, decisions and recommendations of the Complaints Panel, which record will be kept for one year after the student leaves the school.

Note Remit of a Complaints Appeal Panel The aim of the Appeal panel hearing is to impartially resolve the complaint and to achieve reconciliation between the school and the complainant. The appeal panel is impartial and independent and must be seen to be so. No Governor may sit on the panel if they have had prior involvement in the complaint or the circumstances surrounding it. The aim of the hearing will always be to resolve the complaint and achieve reconciliation between the school and the complainant. The panel can;  Dismiss the complaint in whole or part  Uphold the complaint in whole or part  Decide on appropriate action to be taken to resolve the complaint  Recommend changes to the school’s systems or procedures to ensure that problems of a similar nature do not recur

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Flint High School Complaints Policy

Flint High School Complaint Form Stage Two Please complete and return to the Headteacher who will acknowledge receipt and inform you of the next steps in the procedure.

Your name: Student’s name: Your relationship to the student: Address: Postcode: Day time telephone number: Email

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)?

What actions do you feel might resolve the problem at this stage?

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

Signature: Date: ________________________________________________________________________________ Official use Date acknowledgement sent: By who: Complaint referred to: Action: 3


Flint High School Complaints Policy

Flint High School Complaint Form Stage Three Request to the Governing Body Complaints Committee for an Appeal Hearing

Your name: Student’s name: Your relationship to the student: Address: Postcode: Day time telephone number: Email

Evening telephone number:

What action, if any, have you already taken to try and resolve your complaint. (Who did you speak to and what was the response)?

What actions do you feel might resolve the problem at this stage?

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

Signature: Date: ________________________________________________________________________________

Official use Date acknowledgement sent: By who: Complaint referred to: Action:

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Flint High School Complaints Policy

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Flint High School Complaints Policy  

Flint High School Complaints Policy

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