Complaints Procedure for St George’s CE controlled Primary school
To encourage resolution of problems by informal means wherever possible.
To be easily accessible
To be simple to understand
To be impartial
To be non-adversarial
To allow swift handling and keeping people informed
To ensure full and fair investigation by an independent person if necessary
To address points of issue and appropriate redress where necessary
To improve services
Complaints are referred to the Headteacher. If complaints are made to a governor, the complaint is referred to the Headteacher in the first instance.
Governors do not act outside these procedures.
Stages of complaints
1 complaint resolved informally
2 complaint heard by headteacher
3 complaint referred to chair of Governors for them to resolve
4 Complaint heard by Governing Body’s Complaints Panel under formal complaints procedure
The investigation will establish what happened
Clarify the nature of the complaint
Meet with complainant or contact them
Interview those involved
Conduct the interview in an open mind
Complainants will be encouraged to state what actions they feel would resolve matters.
The complaint should be put in writing, stating that it is a formal complaint.
If the headteacher is unable to resolve the issue, it will be dealt with at Formal Stage 2 .
Formal Stage 2
The Chair of Governors will conduct an investigation and produce a written response.
Formal Stage 3
If not satisfied, the complainant should write to the Complaint’s Panel which comprises of 3 independent governors.
The complainant will be invited to attend the meeting to state their case. The Headteacher will be invited to state their case.
The complaints panel will consider if the investigation was conducted properly and whether the outcome was reasonable.
The complaints panel will reach a decision and may suggest an alternative outcome.
The panel can decide appropriate action to resolve the complaint or recommend changes to procedures or systems to ensure the problem does not reoccur.
The decision of the Complaints Panel is Final.