18 Complaints Record-keeping and Escalation

Purpose

This policy makes sure complaints are recorded accurately, handled confidentially, and escalated correctly through the three-stage complaints process.

It also makes sure that safeguarding matters are escalated to the Designated Safeguarding Lead immediately, rather than waiting their turn in the complaints queue.

Who it applies to

All staff involved in receiving, handling, investigating or deciding a complaint.

Record-keeping requirements

The school keeps a secure written record of each complaint, including:

• the date the complaint was received;
• the complainant's details, as they were provided;
• the stage the complaint has reached, one, two or three;
• the nature of the complaint and the key issues raised;
• the actions taken at each stage;
• the decision or outcome at each stage;
• any corrective actions agreed;
• the dates of communications and responses;
• notes of meetings or discussions, where these were held.

Records are stored securely and accessed only by those who need to know.

Escalation rules

• To Stage 2: where Stage 1 does not resolve the complaint, the complainant may escalate within the required timeframe using the Stage 2 submission route.
• To Stage 3: where Stage 2 does not resolve the complaint, the complainant may escalate within the required timeframe for the panel's final consideration.

Safeguarding escalation, in priority

If at any point a complaint includes safeguarding concerns, indicates a risk of harm, includes alleged misconduct by an adult, or raises online safety risks involving pupils, the school will:

• inform the Designated Safeguarding Lead immediately, by email to growingroots1928@outlook.com;
• pause or limit the complaints investigation for that safeguarding element;
• handle the safeguarding element under the school's safeguarding procedures.

Communications

• The school responds in writing at each stage where a written response is required.
• The school does not disclose confidential information beyond what the outcome of the complaint requires.

Record retention

Complaint records are kept in line with the school's Records Management and Retention Policy.

Review

This policy is reviewed at least once a year, and after any failure in complaint handling or any safeguarding incident.