Concerns and Complaints Procedure

The Tapscott Learning Trust is committed to providing high-quality education and maintaining positive relationships with pupils, parents, carers, and the wider community. We understand that from time to time, parents and carers may have questions, worries, or concerns. Most concerns can be resolved quickly and informally through direct communication with school staff.

Understanding Concerns vs. Complaints

• A Concern: An expression of worry or doubt requiring reassurance or clarification.
• A Complaint: An expression of dissatisfaction about an action taken or a lack of action by the school or Trust.

Overview of Our 3-Stage Process

To ensure all issues are handled fairly, promptly, and transparently, the Trust follows a streamlined 3-stage procedure:

Stage	Level & Contacts	Key Action	Target Timescales
Stage 1	Informal Resolution • Class Teacher • School Leader	Discuss concern informally with staff in person, by phone, or in writing.	Acknowledge: 3 school days Resolve: 10 school days
Stage 2	Formal Investigation • Headteacher / Head of School	Submit written complaint setting out nature, dates, and desired outcome.	Acknowledge: 3 school days Response: 20 school days
Stage 3	Independent Appeal Panel • TTLT Head of Governance	Request panel review within 10 school days of Stage 2 written outcome.	Convened: 25 school days Decision: 5 school days

 

Stage 1: Informal Resolution

If you have a concern, please contact the school as soon as possible. In most cases, speaking directly with your child's class teacher or the appropriate school leader will resolve the matter quickly.

• How to contact us: In person, by telephone, or in writing via the school office.
• Timescales: We will acknowledge your informal concern within 3 school days and aim to resolve it within 10 school days.

Stage 2: Formal Investigation

If your concern cannot be resolved informally at Stage 1, you may escalate it to a formal Stage 2 complaint.

• How to submit: Formal complaints must be submitted in writing (by letter, email, or using our standard Complaints Form) addressed to the Headteacher / Head of School.
• What to include: Please clearly state: (1) The nature of your complaint, (2) Relevant dates, times, and individuals involved, and (3) The specific outcome you are seeking.
• Timescales: The Headteacher / Head of School will acknowledge your complaint within 3 school days and provide a full written response within 20 school days.

Complaints About the Headteacher: If your complaint concerns the Headteacher or Head of School, it must be submitted directly to the TTLT Head of Governance (info@ttlt.academy), who will appoint a senior Trust leader to conduct the Stage 2 investigation.

Stage 3: Independent Complaints Appeal Panel

If you remain dissatisfied with the written outcome at Stage 2, you may request an appeal hearing before an independent panel.

• How to submit: Send your written request to the TTLT Head of Governance within 10 school days of receiving the Stage 2 decision, detailing why you remain dissatisfied and what outcome you seek.
• The Panel: The panel consists of three members, including at least one independent member who has no role in the management or running of the school or Trust.
• Timescales: The panel will be convened within 25 school days, and a final written decision will be issued within 5 school days of the hearing. The panel's decision is final within the Trust.

Complaints About Trust Leadership, CEO, Trustees, or LAB Members

Complaints regarding Trust-level governance follow the same three-stage principles with independent oversight:

• About the Trust or a Local Advisory Board (LAB) Member: Submitted to the TTLT Head of Governance.
• About the Chief Executive Officer (CEO) or a Trustee: Submitted to the Chair of Trustees.

Matters Handled Under Separate Statutory Procedures

Certain issues fall outside this general complaints policy and are governed by specific statutory framework or HR procedures. These include:

• School Admissions & Suspensions/Permanent Exclusions: Handled under statutory appeal procedures.
• Statutory SEN Assessments: Handled under the SEND Code of Practice.
• Child Protection & Safeguarding: Handled immediately under statutory Safeguarding guidance.
• Staff Grievances, Capability & Disciplinary: Managed under Trust HR policies.
• Third-Party Services: Complainants should contact the service provider directly.

Note: If you are unsure which procedure applies to your situation, please contact the school office for guidance.

Support, Accessibility, and External Escalation

• Accompanying Person: Complainants may be accompanied by a friend, relative, advocate, or interpreter at any stage (legal representation is not permitted).
• Alternative Formats: Paper copies of the full TTLT Concerns and Complaints Policy and standard Complaints Form are available free of charge from the school office, and can be provided in alternative formats or languages upon request.
• External Escalation (DfE): If you believe the Trust has not followed proper procedure after completing Stage 3, you may refer your complaint to the Department for Education (DfE) at www.gov.uk/complain-about-school.

For our full Complaints Policy, please see our Policies page.