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Curwen Primary School

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Concerns & Complaints

SCHOOL COMPLAINTS PROCEDURE

From time to time parents, and others connected with the school, may become aware of matters which cause them concern.  To encourage resolution of such situations The Tapscott Learning Trust has adopted a ‘Concerns and Complaints Procedure’.  The school will deal with all concerns or complaints in a sensitive, impartial and confidential manner and ask that any complainant do the same.

Any person, including members of the public, may make a complaint about any provision of facilities or services that a school provides, unless statutory procedures apply (such as exclusions or admissions). 

Stage 1a – Talk to the Class Teacher or SENCO (informal)

First of all make an appointment to see the class teacher.  The class teacher will know your child well and may already know the details of any incident about which you may have a concern.  Please do not try to see the teacher during the school day when lessons are occurring.  It is hoped that you can reach an agreement that satisfies you but on some occasions the concern raised may require investigation, or discussion with others, in which case the complainant should allow at least 5 days for a response. The majority of concerns are dealt with in this way, however, if this is not the case, please see Stage 1b.

Stage 1b – Meet a Senior Teacher (informal)

This can only happen if you have been through Stage 1a.  Please contact the school office to arrange to meet with a senior member of staff who will investigate the complaint and reply within 5 working school days.  If you are not happy with the outcome at this stage, please see Stage 2.

Stage 2 - Complaint goes to Head of School or Executive Head Teacher (Formal)

This can only happen if you have been through the previous two stages. If your concern or complaint is not resolved at the informal stage please write to the Head of School or Executive Head Teacher detailing why you are still dissatisfied and what action you would like to resolve the complaint.  A complaint form is attached to assist with this.  An acknowledgement of the complaint will be sent by the school within 5 school working days.  Once we have all the necessary information, a decision will then be taken about the need for investigation and the appropriate outcome and this may involve additional meetings with you to obtain further information. All notes relating to any investigation will be kept on file.  The school aims to resolve any complaint within 20 school working days, and will notify the complainant in writing of the conclusion and any actions that will be taken as a result. If you are not happy with the outcome at this stage, please see Stage 3.

Stage 3 – Complaint goes to the Chair of the Advisory Board (Formal)

 If you are dissatisfied with the response Stage 2, you are invited to put your complaint in writing within ten days to the Chair of the Local Advisory Board (LAB), via the school office. This should include details of why you are still dissatisfied with the decision, the recommendations and actions of the Stage 2 complaint and what you require to resolve the issue. You will receive an acknowledgement of the complaint within 5 working school days, and the CEO will be informed.  The Chair, or Vice-Chair of the LAB will look at all the information from yourself and the school and may wish to discuss the matter further with you.  Once the Chair, or Vice-Chair of the LAB is satisfied that the investigation has been concluded and a decision has been reached on the complaint, you will be notified in writing of the conclusion.

Stage 4 – Final Stage - Complaint is heard by the Trustees (Formal)

If you are is dissatisfied with the response from the Chair or Vice-Chair of the LAB at Stage 3 you are advised to put your complaint in writing to the School’s Trustees, which can be done via the school office, ensuring that you include details of why you are dissatisfied with the decision, recommendations and actions of the Stage 3 complaint and what you feel would resolve the matter.   This complaint will be acknowledged within 10 days of receipt by the Trustees and a review will follow and be conducted by a panel of members of Trustees and Local Governing Board members from across the Trust.  An outcome letter will be sent to you within 20 school days of this meeting.

Further Information

The school recognises that some complaints will need to go straight to the Head of School because of the nature or seriousness of them.

If your complaint is about the Head of School, you should address your complaint to the Executive Head. If your complaint is about the Executive Head Teacher, please address your complaint to the Chair of the LAB.

Anonymous complaints will not be investigated under this procedure unless there are exceptional circumstances.

If the complaint is about an event that happened over 12 months ago the school is not obliged to investigate further.

All complaints about a member of staff must be made in writing.

If you are still dissatisfied with the outcome you may contact The Department for Education, The School Complaints Unit (SCU), 2nd Floor, Piccadilly Gate, Manchester M1 2WD.  The SCU will examine the school’s complaints policy to determine if they adhere to education legislation.  However, the SCU will not re-investigate the substance of the complaint.