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Complaints

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From time to time parents, and others connected with the school will become aware of matters which cause them concern. To encourage resolution of such situations the Local Governing Body has adopted a ‘School Complaints Procedure’.  The procedure is devised with the intention that it will:

  • Usually be possible to resolve problems by informal means;
  • Be simple to use and understand;
  • Be non-adversarial;
  • Provide confidentiality;
  • Allow problems to be handled swiftly through the correct procedure;
  • Address all the points at issue;
  • Inform future practice so that the problem is unlikely to recur;

Informal Stage
It is normally appropriate to communicate directly with the member of staff concerned. This may be by letter, by telephone or in person by appointment, requested via the school office. Many concerns can be resolved by simple clarification or the provision of information and it is anticipated that most complaints will be resolved by this informal stage.

In the case of serious concerns, it may be appropriate to address them directly to the Academy Head, Mrs Clare Williams who may be contacted in person or by email, (or to the Chair of the Local Governing Body, (if the complaint is about the Academy Head). If you are uncertain about who to contact, please seek advice from the school office.

Formal Stage
If your concern or complaint is not resolved at the informal stage you may choose to put the complaint in writing and pass it to the Academy Head, who will be responsible for ensuring that it is investigated appropriately. If the complaint is about the Academy Head, your complaint should be passed to the school office, for the attention of the Chair of the Local Governing Body. You should include details which might assist the investigation, such as names of potential witnesses, dates and times of events, and copies of relevant documents. It is very important that you include a clear statement of the actions that you would like the school to take to resolve your concern. Without this, it is much more difficult to proceed. Please pass your letter of complaint, in a sealed envelope to the school office. The envelope should be addressed to the Academy Head, or to the Chair to the Local Governing Body, as appropriate. The school expects to respond to any approach with 10 school days.

The Academy Head (or Chair) may invite you to a meeting to clarify your concerns and to explore the possibility of an informal resolution. If you accept that invitation, you may be accompanied by a friend, if you wish to assist you in explaining the nature of your concerns. It is possible that your complaint will be resolved through a meeting with the Academy Head (or Chair). If not, arrangements will be made for the matter to be fully investigated, using the appropriate procedure. In any case you should learn in writing, usually within 5 school days of the school receiving your formal complaint, of how the school intends to proceed. This notification should include an indication of the anticipated timescale.

Any investigation will begin as soon as possible and when it has been concluded, you will be informed in writing of its conclusion. If you are not satisfied with the manner in which the process has been followed, you may request that the Local Governing Body reviews the process followed by the school, in handling the complaint. Any such request must be made in writing to the Chair to the Local Governing Body,
within 10 school days of receiving notice of the outcome, and include a statement specifying any perceived failures to follow the procedure. The procedure described below will be followed.

Review Process
Any review of the process followed by the school will be conducted by a panel of 3 independent members of the Local Governing Body, who have no prior knowledge of the compliant. The school may on occasions seek to appoint members of the panel from governing bodies within The Consortium Multi Academy Trust. This will usually take place within 10 school days of receipt of your request. The review will normally be conducted through a consideration of written submissions, but reasonable requests to make oral representations should be considered sympathetically.

For further information, please refer to the Trust’s Complaint’s Policy which can be found on the following page:- https://consortiumacademy.co.uk/suffolk/primary/consortium-mat/site/pages/governance/policies

Complaints
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