Oldbury Wells School
A Specialist Science College
Complaints Policy
Aims
We will deal with complaints fairly, honestly, confidentially and as quickly as we can within timescales. We will try to deal with you, your complaint or concern, or anyone linked to your complaint, as sensitively as we can. This policy includes concerns or complaints regarding the safety of children. We believe that most matters can be dealt with by discussion but we also recognise that some complaints need to be handled more formally. We consider that your complaints and suggestions can contribute to improving how we run the school. We have a Complaints Coordinator who is the Headteacher. She is responsible for the operation and management of our Complaints Procedure.Definitions
Who can complain?
1. | Students at the school, or pupil's parents, carers or guardians can complain on behalf of the student. |
| 2. | Parents/ carers or guardians can also complain about an action which they believe has caused them an injustice. |
| 3. | Members of the public who consider that the school has caused them distress or alarm. |
| 4. | N.B Complaints concerning the curriculum are dealt with by a separate procedure which has been agreed with the local authority. |
What is a Complaint?
We appreciate that there is a difference between expressing a concern and making a complaint. Concerns can often be deal with quickly and easily. We can only deal with matters for which the school may be responsible. There are some issues for which the County Council may be responsible eg the preparation of a Statement of Special Education Needs.
What cannot be dealt with as a Complaint?
Matters that are the responsibility of the County Council or other agency. | |
| Any issue which occurred more than 12 months ago unless the school considers that | |
| a) | the issue could still be effectively and fairly investigated and |
| b) | it would have been reasonable to expect you to have made the complaint within those 12 months |
| Complaints about other organisations using the school premises. | |
| Complaints which have already been dealt with by our complaints procedure. | |
Implementation
The Stages Of Our Procedure
Stage 1. (informal complaint or expression of concern)
An initial informal complaint can be dealt with by a range of appropriate members of staff. For example, a Head of Key Stage or Head of Department can often deal with an issue and bring about a satisfactory outcome.Stage 2. (Formal process)
If your concern does not reach a satisfactory conclusion in this informal way then you can make a formal complaint. Alternatively you may want it to be regarded as formal complaint from the start.A formal complaint can be made in writing to the Headteacher.
The Headteacher at this stage may ask the complaint to be heard by a staff member, in some cases she may decide to move directly to stage three and deal with the complaint herself.
If the complaint is directed to a staff member the Headteacher will:
a) | ensure that we acknowledge receipt of your complaint within 5 school days of receipt. |
| b) | arrange for a staff member to respond to your complaint to you within 15 school days . This may involve an offer of a meeting with you if appropriate. |
| c) | arrange for a staff member to let you know if your complaint will take longer than 15 school days and why. |
| d) | if your complaint needs more details for us to investigate fully, arrange for you to be contacted. |
Stage 3.
If you are not satisfied by the result of stage 2 then you can ask in writing for your complaint to be heard by the Headteacher.The Headteacher will:
a) | ensure that we acknowledge receipt of your complaint within 5 school days of receipt. |
b) | respond to your complaint in writing to you within 15 school days. This may involve an offer of a meeting with you if appropriate. |
c) | let you know if your complaint will take longer than 15 school days and why. |
You would have 28 days from receipt of the written response to inform the school if you wish to proceed to the next stage.
Stage 4. Complaint Heard by Chair of Governors
After being responded to by the Headteacher, a complaint can be directed to the Chair of Governors. In your letter to the chair of Governors you will need to include details of your complaint and why you were dissatisfied by the earlier response(s) to your complaint A complaint at this stage will be copied to the Headteacher who will:-
a) | ensure that we acknowledge receipt of your complaint within 5 school days of receipt.
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b) | arrange for The Chair of Governors to respond to your complaint in writing to you within 15 school days. This may involve an offer of a meeting with you if appropriate.
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c) | let you know if your complaint will take longer than 15 school days and why.
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d) | let you know if your complaint will be taken directly to the complaints panel (stage 5). |
You would have 28 days from receipt of the written response to inform the school if you wish to proceed to the next stage.
Stage 5. Complaint Heard by Governing Bodies Complaints Appeal Panel
After stage 4 you can request in writing that your complaint is heard by the Governors Complaints Appeal Panel. The Panel would usually convene as a meeting with you, unless you wished the Panel to reach its decisions without you being present. However there may be circumstances, which may cause the Panel to consider a more appropriate way of considering the complaint. The Panel will be arranged within 28 school days of your request unless agreement is reached with you about an alternative date. The Panel would comprise 3 members of the Governing body one of whom would act as chair. The Panel would meet with you and may ask other people to attend the meeting as well (such as a clerk and witnesses). This is so that all information considered important can be made available to them. The Headteacher would be asked to attend. You and the Headteacher would need to have agreement with the Chair of the Panel, prior to the papers going out for the meeting, should you wish to request the attendance of anyone else. The Panel is required to ensure that the meeting is attended only by those who are essential. It is acceptable for you to be accompanied by a friend / supporter to help you present your case to the panel. The Panel can:-
| uphold the complaint in whole or in part | |
| · | dismiss the complaint in whole or in part |
| · | decide on actions that can be taken to resolve the complaint |
| · | recommend changes to the school's systems ,practices and procedures to ensure that problems of a similar nature do not happen again |
The panel will respond to you in writing within 10 days, the outcome of the panel meeting. This letter will include an explanation of an appeal should you choose to make one, to the local authority.
Complaints which concern the Headteacher or a Governor
Complaints about the actions of the Headteacher will be referred to the Chair of Governors to be dealt with at Stage 4 of the procedures. A complaint about any Governor will also be dealt with at Stage 4 by the Governing Bodies Complaints Review Panel which will not include any Governor who is involved in the complaint. The Vice Chair of Governors would make arrangements for the Panel where a complaint concerns the Chair of Governors.
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