Complaints Policy - A Summary for Parent

This summary is written as a simple guide to our detailed complaints policy, which is available on request.

1. OUR PRINCIPLES· We want to be positive and treat everyone with respect.· Any concerns or complaints should be dealt with as quickly as possible.· Once a complaint is underway all people indicated should be kept informed of progress.· Complaints should be dealt with confidentially.· Most complaints should be dealt with without using our formal procedures.· Complaint outcomes should help to improve the College where possible.· All formal complaints will be investigated.· An unsatisfied complainant can take complaints further up the ‘complaints ladder’.· The Complaints procedure should be time limited.· The Governing Body and the Local Authority can use formal procedures to investigate a complaint.

2. HOW TO COMPLAIN

Who to Complain to:For complaints regarding teaching matters contact the Curriculum Team Leader (Head of Department).

For minor Pastoral matters contact the Head of Year or a Division Head.

For complaints regarding student-to-student contact, the Curricular Team Leader or the Head of Year / Division Head.For major Curricular Complaints contact the Vice Principal or an Assistant Principal.

For Complaints regarding Boarding contact the Head of Boarding or the Principal.

For Complaints regarding Community or Extended Schools contact the Vice Principal (Extended Schools).

For Complaints regarding Examinations contact the Vice Principal (Extended Schools).

For Complaints regarding major Pastoral Matters contact the Vice Principal.

For Major Complaints regarding the School contact the Principal.

For Complaints regarding the Principal contact the Chair of Governors.3. INVESTIGATION PROCEDURES

Once a complaint is made an investigation will take place and a written report submitted to the Principal’s Secretary. The report must include a recommend outcome. All parties involved with the complaint must be interviewed.

A complaint can be investigated at 4 levels:· By the member of staff identified to investigate· By the Principal· By the Governing Body· By the Local Authority

4. APPEALS

An unsatisfied complainant can take the complaint to the next stage.

5. TIME LIMITS

Complaints should be dealt with as quickly as possible and realistic time limits set. These may have to be modified.

6. REVIEW

Where complaints have been resolved, the College needs to identify the underlying principles that may require addressing.

7. ROLE OF THE GOVERNING BODY

If the Governing Body are involved in the complaint the Governing Body Appeals Panel will convene and follow the guidelines established.

8. NATIONAL CURRICULUM AND STATUTORY CURRICULUM

Complaints regarding the National Curriculum, including R.E., Collective Worship and Sex Education are covered by this policy.