Roles and Responsibilities of Independent Panel Members at Stage 4

should acknowledge the complaint, orally or in writing within 3 school days and invite the complainant to meet with him/her and the head teacher to find a way forward.

Any relevant documentation, including information that the head teacher ’ s has in relation to the complaint to date should be provided for the Chair of the Governing Body prior to the meeting.

The Chair of the Governing Body should keep written records of meetings, telephone conversations, and other documentation relating to the complaint.

Once all the relevant facts have been established, from the original investigation and this further meeting, the Chair of the Governing Body should adjourn the meeting and produce a written response to the complainant to discuss/resolve the matter directly.

A written response includes a full explanation of the decision and the reasons for it. Where appropriate, this should include what action the school will take to resolve the complaint. The complainant is advised that should s/he wish to take the complaint further s/he should notify the Chair of the Governing Body within two weeks of receiving the outcome letter.

Stage 4: Complaint heard by Independent Panel of Governors

The complainant needs to write to the Chair of the Governing Body advising of their wish to escalate their complaint. The Chair, or a nominated governor, will convene a Governing Body complaints panel. This should be within 20 school days of receiving the complaint. The complaint should be acknowledged in writing within 3 days. The letter should also explain that the complainant has the right to submit any further documents relevant to the complaint. These must be received in time for the documents to be sent to the three members of the panel.

The governors ’ appeal hearing is the last school-based stage of the complaints process, and is not convened to merely rubber-stamp previous decisions. Therefore, individual complaints should not be considered by the full governing body as serious conflicts of interest can arise; for example, in exceptional circumstances a complaint may result in disciplinary action against a member of sta, and governors may be required to give an unprejudiced hearing to an appeal by the member of sta concerned. Similarly some governors might have knowledge of the problem which led to the complaint and would be unable to give unbiased consideration to the issue.

Many complaints are inevitably seen by parents as being “ against” a particular member of sta and their actions. However, all complaints which reach this stage will have done so because the complainant has not been satisfied by the head teachers and/or the Chair of the Governing Body ’ s response at the earlier stages of the procedure, and it may be appropriate for the Governing Body to consider the complaint is against the school rather than against the member of sta whose actions led to the original complaint.

The governing body may nominate a number of members with delegated powers to hear complaints at that stage, and set out its terms of reference. These can include:

● drawing up its procedures; ● hearing individual appeals; ● making recommendations on policy as a result of complaints.

The procedure adopted by the panel for hearing appeals would normally be part of the school’ s complaints procedure. The panel can be drawn from the nominated members and may consist of three or five people. The panel may choose their own chair.

The Remit of the Independent Panel

The panel can: ● dismiss the complaint in whole or in part; ● uphold the complaint in whole or in part; ● decide on the 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.

There are several points which any governor sitting on a complaints panel needs to remember:

● It is important that the panel is independent and impartial and that it is seen to be so. No governor may sit on the panel if they have had a prior involvement in the complaint or in the circumstances surrounding it. In deciding the make-up of the panel, governors need to try and ensure that it is a cross-section of the categories of governor and sensitive to the issues of race, gender and religious aliation.

● The aim of the hearing, which needs to be held in private, will always be to resolve the complaint and achieve reconciliation between the school and the complainant.

However, it has to be recognised the complainant might not be satisfied with the outcome if the hearing does not find in their favour. It may only be possible to establish the facts and make recommendations which will satisfy the complainant that his or her complaint has been taken seriously. If either party wishes to introduce previously undisclosed evidence or witnesses, it is in the interests of natural justice to adjourn the meeting so that the other side has time to consider and respond to the new evidence.

● An eective panel will acknowledge that many complainants feel nervous and inhibited in a formal setting. Parents often feel emotional when discussing an issue that aects their child. The panel chair will ensure that the proceedings are as welcoming as possible. The layout of the room will set the tone and care is needed to ensure the setting is informal and not adversarial.

● Extra care needs to be taken when the complainant is a child. Careful consideration of the atmosphere and proceedings will ensure that the child does not feel intimidated. The panel needs to be aware of the views of the child and give them equal consideration to those of adults. Where the child’ s parent is the complainant, it would be helpful to give the parent the opportunity to say which parts of the hearing, if any, the child needs to attend.

● The governors sitting on the panel need to be aware of the complaints procedure.

Notification of the Panel’s Decision

The chair of the panel needs to ensure that the complainant is notified of the panel’ s decision, in writing, with the panel’ s response; this is usually within 15 school days. The letter needs to explain if there are any further rights of appeal and, if so, to whom they need to be