GENERAL COMPLAINTS POLICY
The Principles

The Staged Approach

The staged approach is designed to ensure that every effort is made to deal with complaints informally at school level, in partnership with parents. The formal stages should only be triggered in exceptional circumstances.

Stages 1 & 2 are informal stages which are dealt with at school level.

The policy is designed to manage all complaints. Complaints vary in their nature and complexity. Therefore, the school will need to consider at which stage a complaint should be dealt with when it is initially raised and which member of staff is best placed to deal with it.

Our principle aim is to deal with complaints:

	Openly
	Fairly
	Promptly
	Without prejudice

Our procedures for dealing with complains will:

	Be publicised in the School Visitor Information Pack
	Be simple to understand and use
	Be focused on outcomes
	Have established time limits for action
	Keep people informed at all stages
	Where necessary, respect people's desire for confidentiality
	Be carefully monitored and evaluated

Stage One - meet and/or speak to the relevant teacher

Stage Two - meet and/or speak to the Headteacher or Bursar/Proprietor

Guidance on the Staged Approach to Managing General Complaints
There are two stages to this procedure.

Any person expressing continued dissatisfaction should be advised of the next stage in the procedure.

Stage One: Meet and/or speak to the Relevant Teacher

		Day 1: Complainants are advised to speak to the teacher concerned so everyone has a clear picture of the situation from all points of view. Most problems can be resolved at this informal stage. The member of staff who is dealing with the complaint should ensure that the person is reassured that the matter will be investigated and is clear what action has been agree, All staff should be aware of the need for confidentiality.
		Day 2: If either the complainant or staff member feels the matter needs to be taken further, a senior member of staff i.e. The Headteacher, should be contacted. Records of any actions should always be kept although it is not always necessary to provide the complainant with a written record at this stage. A Senior Teacher should monitor these records.
		Day 5: Should the matter not be resolved within this time period then the parents will be advised to proceed with their complaint in accordance with Stage 2 of the Complaints procedure.

Stage Two: Meet and/or speak to the Headteacher or Senior Member of Staff

		More serious concerns which remain unresolved at the end of Stage 1 should be referred to the Headteacher of a senior member of staff. He/she will then investigate the matter further. Any meetings that are held with the complainant in relation to the complaint should be arranged within 10 working days.
		A log of all contact relating to the complaint should be kept.
		Once the Headteacher or Senior Member of Staff is satisfied that all the relevant facts have been established, a decision will be made and parents will be informed of this decision in writing. The Headteacher will also give reasons for her decision.
		If, as a result of the investigation, issues arise relating to staff discipline or capability, details should remain confidential to the Headteacher. However, the complainant should be informed that the school has taken appropriate follow-up action.
		If parents are still not satisfied with the decision, they should proceed to Stage Three of this procedure.

Stage Three: Independent Body
If the complaint remains unresolved after Stages 1 and 2, an Independent Body will be brought into the school to adjudicate. This Body will consist of 3 persons including at least 1 independent member to resolve any ongoing problem.

Any recommendations or procedures that the Independent Body observe, must be reported in full and a copy given to all parties concerned.

The decision of the Independent Body is final.

Updated 18.03.10