Curriculum Complaints
Complaints Policy
INTRODUCTION
In a caring school, such as ours, we wish to resolve any complaints, issues, disputes or problems, as informally as possible and in ways that are; fair, impartial, simple, confidential, non adversarial, fast, effective and appropriate.
Only if the complaint cannot be resolved to everyone's satisfaction will more formal action be needed.
STAGE ONE (INFORMAL)
All complaints in relation to the day to day running of the school, the treatment of an individual pupil, or the implementation of school policies, should initially be made to the Form Tutor, Head of Department or Head of House. However, it is recognised that some Parents/Guardians may prefer to raise any complaint with their child's Class Teacher first.
If the problem is not resolved after these initial meetings with the Class Teacher/Form Tutor or Head of House then the matter will be referred to either the Prefect of Discipline /Deputy Head Pastoral or an appropriate member of the Senior Leadership Team. The Senior Leadership Team Member will convene a meeting with the Parent/Guardian to discuss the issue. The Senior Leader may also involve the Class Teacher/Form Tutor, Head of Department or Head of House in this meeting.
If the problem is still unresolved then parents will be invited to meet the Head Teacher. Hopefully any complaint can be settled at this stage. However, if the Parent/Guardian feels that a satisfactory outcome has not been achieved they may move to stage 2 in the Complaints Policy.
STAGE 2 (FORMAL)
If the matter is not fully resolved, it may be referred to the Governing Body for their consideration. You may contact the Chair of Governors directly, name and address available from the Head Teacher via the Heads P.A.. This complaint must now be put formally in writing stating:
(i) The nature of the complaint;
(ii) The name of the pupil involved; and
(iii) The class or group to which the pupil belongs.
The Chair of Governors will acknowledge receipt of the complaint and will arrange to meet with the individual or group himself or with a Panel of the Governors to hear the complaint. The Parent/Guardian will be informed in writing by the Clerk to the Governing body within ten working days.
Parents must make the governing body aware of any disability or special needs which would affect their ability to attend the meeting. It is noted that provision must be made for any Parent/Guardian or student with English as their second language (e.g. an interpreter) or covered by DDA.
If a meeting with a panel of the Governors is required then it will be organised by the Clerk to the Governing body at a mutually convenient time for all parties, including the Parent/Guardian, but within 10 working days of being contacted by the Chair of Governors. The Parent/Guardian will have the right to be accompanied by another person.
In the interim the Chair of Governors, acting as Complaints Convenor, will interview the Head Teacher and any staff involved. Also the Parent/Guardian will be interviewed separately. The Chair of Governors will prepare a written report, which with the notes of previous meetings, will be forwarded to the Clerk for presentation to the Panel.
ROLES AND RESPONSIBILITIES OF THE PANEL
THE ROLE OF THE CHAIR OF THE GOVERNING BODY
- Check that the correct procedure has been followed
- Notify the Clerk to arrange a Panel
- Interview relevant parties and prepare written information for the Panel
THE ROLE OF THE CHAIR OF THE GOVERNING BODY
- Set the date, time and venue of the hearing, ensuring that the dates are convenient to all parties and that the venue and proceedings are accessible
- Collate any written material and send it to the parties in advance of the hearing
- Meet and welcome the parties as they arrive at the hearing
- Record the proceedings
- Notify all parties of the panel's decision
THE ROLE OF THE CHAIR OF THE GOVERNING BODY
The Chair of the Panel will be the Vice Chair of the complaints sub committee of the Governing body who has a key role, ensuring that:
- The remit of the panel is explained to the parties and each party has the opportunity of putting their case without undue interruption
- Key findings of fact are made
- Parents and others who may not be used to speaking at such a hearing are put at ease.
- The hearing is conducted in an informal manner with each party treating the other with respect and courtesy
- The panel is open minded and acting independently
- No member of the panel has a vested interest in the outcome of the proceedings or any involvement in an earlier stage of the procedure.
NOTIFICATION OF THE PANEL'S DECISION
- The complainant will be notified of the Panel's decision in writing within 5 working days of the hearing.
Curriculum Complaints
Every school has to provide parents with the opportunity to raise concerns about curriculum related matters. The school has adopted the following arrangements to enable parents to exercise this right:
STAGE 1 (INFORMAL)
Concern expressed by parents can be discussed with those directly involved, i.e. Form Tutor/Head of House.
STAGE 2 (FORMAL)
If the matter is not fully resolved, if may be referred to the Governing Body for their consideration. You may contact the Governing Body through the Correspondent, name and address available from the Head Teacher. This complaint must now be put formally in writing stating:
(i) The nature of the complaint;
(ii) The name of the pupil involved; and
(iii) The class or group to which the pupil belongs.
STAGE 3 (FORMAL)
If you are still not satisfied, the matter will be referred to the LA designated officer (except in the case of Religious Education) who will refer the matter finally to the panel of LA members. The Head Teacher will give you details on how to do this.
STAGE 4 (FORMAL)
If the complainant is still dissatisfied, the complaint may be referred to the Secretary of State for his consideration.