17 Complaints Investigation Procedure
Version 1.0 · issued 31 October 2026 · next review 31 October 2027
Purpose
This procedure sets out how the school investigates complaints fairly and consistently, especially where a complaint concerns teaching, behaviour, online learning, access to recordings, or communication.
Procedure overview
- Stage 1: informal resolution, where fact finding may be light-touch.
- Stage 2: a formal investigation by a senior leader.
- Stage 3: a final panel review and decision.
Investigation standards at every stage
- Impartiality: investigators are independent of the matter complained of wherever that is possible.
- Fairness: the people whose account matters are heard, where it is appropriate to hear them.
- Confidentiality: only those handling the complaint have access to the information.
- Evidence: the school uses the evidence available, such as emails, logs and platform records, in proportion to the concern.
- Safeguarding: where safeguarding is raised, that element is taken out of this procedure and referred to the Designated Safeguarding Lead and the safeguarding process.
Stage 1 procedure: informal
- Record a summary of the complaint.
- Identify the resolution being sought.
- Make reasonable efforts to clarify what happened, which policies apply, and what the school can do.
- Give a written response setting out the decision or explanation, any actions to be taken, and the timescale for them.
Stage 2 procedure: formal investigation by the Principal
Step 1: receipt and clarification
- Confirm the issues in writing.
- Ask for clarification where information is missing.
Step 2: evidence gathering
- Collect the relevant documents and records, including platform logs where their use is permitted.
- Record statements from relevant staff and, where appropriate, from the complainant.
Step 3: meeting and interviews
- Arrange interviews or meetings where they are needed.
- Give the complainant a reasonable opportunity to add context.
Step 4: findings and decision
- Produce a written investigation summary setting out the facts considered, the key findings, the reasons for the decision, and any corrective actions.
Step 5: notification
- Give the Stage 2 written outcome within the stated timescale.
- Explain the route to Stage 3.
Stage 3 procedure: panel review and final decision
Step 1: panel constitution
- Confirm that panel members have no conflict of interest.
Step 2: paper review
- Review the complaint dossier together with the Stage 2 evidence and outcome.
Step 3: hearing, where one is held
- Allow the complainant to present their case.
- Allow a representative of the school to respond.
Step 4: decision
- The panel decides on the evidence before it.
- The written final decision states whether the complaint is upheld and to what extent, gives its reasons, and sets out any required actions and timelines.
Step 5: closure
- Confirm to the complainant that this is the school's final internal stage.
Timescales
The timescales in the Complaints Policy are followed unless there are exceptional circumstances. Where an extension is needed, the school tells the complainant why, and gives a new expected date.
Unreasonable complaint behaviour
Where a complainant's behaviour becomes unreasonable and makes a fair investigation difficult, the school may restrict the routes through which contact is made and escalate the matter under its own procedures, telling the complainant what has changed and why.
Review
This procedure is reviewed at least once a year and whenever the Complaints Policy changes.
Signed for and on behalf of Growing Roots ltd
Prof. Rushna Sulyman
Complaints Investigation Procedure · version 1.0 · issued 31 October 2026 · next review 31 October 2027