16 Complaints Policy: Three Stages

Purpose

This policy gives a clear, fair and consistent process for handling complaints about the school's actions, policies, services and delivery of education in live online lessons and in recordings, so that concerns are dealt with promptly while pupils stay safeguarded.

It makes sure concerns are dealt with promptly and consistently, including concerns about online safety and safeguarding.

Scope

This policy applies to complaints about:

• teaching and learning;
• behaviour and discipline;
• the delivery of online learning;
• recordings and access arrangements;
• communication, administration or school services.

Safeguarding and serious concerns

A safeguarding-related concern must be reported immediately to the Designated Safeguarding Lead and managed under the school's safeguarding procedures, not through the complaints process.

Where a complaint includes a safeguarding matter or an allegation against an adult, that part is handled under the safeguarding and allegations policies. The remainder of the complaint may continue here once the risk to pupils has been dealt with.

Definitions

• Complaint: an expression of dissatisfaction about a school-related matter.
• Unreasonable complainant behaviour: conduct that makes it difficult to handle a complaint fairly, which the school may manage under a separate documented procedure.

Principles

• Fairness and impartiality at every stage.
• Timeliness: responses given within the stated timescales.
• Confidentiality: information is shared only with those who need to know.
• A focus on resolution: the aim is to put the concern right and improve practice.

Stage 1: informal resolution

• Who to contact: the school office at growingroots1928@outlook.com.
• How to submit: in writing or by email, so there is a clear record of what is being raised.
• Timescale: the school acknowledges within three working days and gives a response within ten working days.
• Possible outcomes: an explanation and clarification, an offer of resolution, or an agreed set of actions.
• If the concern is not resolved: the complainant may move to Stage 2 within ten working days of the Stage 1 response.

Stage 2: formal complaint and investigation

• Who handles it: the Principal, Prof. Rushna Sulyman, or a member of the senior team she nominates for a case in which she was involved.
• Submission: a written request to escalate, setting out why the Stage 1 response did not resolve the concern.
• Timescale: acknowledged within three working days, and a written outcome given within twenty working days.
• Investigation approach: the school considers the relevant documents, speaks to relevant staff where appropriate, and records its key findings and decisions.
• Possible outcomes: the complaint is upheld in part or in full, upheld with actions, not upheld with reasons given, or corrective actions are put in place.
• If the concern is not resolved: the complainant may move to Stage 3 within ten working days of the Stage 2 outcome.

Stage 3: final decision by the trustees' panel

• Panel: a panel of trustees, or board members, none of whom was involved in the complaint at an earlier stage.
• Submission: a written request, with any new information or the specific reasons the case should be reviewed by a panel.
• Timescale: acknowledged within three working days; the final written decision is issued within thirty working days of the Stage 3 request, including any time taken by a meeting or hearing.
• Final outcome: this is the school's final internal stage. The decision gives its reasons and any improvement actions that follow.

Supporting information

The school may ask that a complaint sets out the key dates, the relevant information, and the outcome the complainant is seeking. This helps the school answer properly rather than guess.

Record-keeping

The school records the date the complaint was received, the stage it has reached, the key actions taken, and the outcome together with any actions required.

Review

This policy is reviewed at least once a year and updated when guidance changes.