A complaint is defined as: An expression of dissatisfaction or disquiet in relation to a school or teacher, which requires a response.

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1 Lydiate Primary School Complaints Procedure Introduction This document outlines the procedures followed in the dealing with complaints at Lydiate Primary School. Policy Statement All complaints need to be dealt with immediately in a professional and sensitive manner. In most cases adopting this approach will lead to a satisfactory outcome for all concerned. This procedure is intended to offer an opportunity for concerns and complaints to be dealt with in a manner which will produce the most satisfactory outcome in a context appropriate to each case. It is graduated, intentionally, to become more formal as the process continues as many issues are successfully dealt with at an early stage in an informal manner. Lydiate Primary School takes its responsibility for children seriously. We value the support and partnership of parents and carers. We try very hard to get things right. However, despite everyone s best efforts, situations may arise which require further attention. A complaint is defined as: An expression of dissatisfaction or disquiet in relation to a school or teacher, which requires a response. Pupils, parents or carers can make a complaint to the school about most aspects of its function including: Attitude / behaviour of staff Teaching and learning Application of behaviour management systems Bullying Provision of extra-curricular activities The Local Authority retains responsibility for The National Curriculum Collective Worship in schools (In the case of denominational schools, concerns relating to worship and spiritual matters may be referred to the relevant Diocese or Archdiocese.) Provision of support services e.g. SEN, education welfare, educational psychology Complaints about these matters should be referred to Children s Services corporate complaints procedure. Members of the general public may make complaints to the school if we are directly responsible for the issue being complained about e.g. Behaviour of pupils during break-times Disturbance to neighbours during school hours

2 Health and Safety issues of premises Behaviour of staff Child Protection Where issues or complaints fall under the remit of child protection, the Child Protection policy is followed in place of this document. If there is any doubt then the designated teacher for child protection seeks advice from the Child Protection Adviser (Julie Palin) or the Safeguarding Officer. If the concern involves an allegation of assault or abuse of a child by a member of staff, the Head Teacher must inform the Local Authority Designated Officer (LADO) and the teacher informed immediately. Communication between parents and the member of staff under investigation should not be permitted. Documentation It is vital that all meetings, agreements, investigations and outcomes be documented and circulated to the relevant parties to avoid confusion later on in the process. Procedure In general terms the following procedure should be followed for all complaints or concerns which arise in school. A brief step by step guide is included as an Appendix to this document. Parents Should any parent have a concern that they wish to raise regarding any aspect of school in the first instance contact should be made with the relevant member of staff. In most cases this will be the class teacher. A mutually convenient early appointment should be arranged and parents given a copy of this procedure. The person dealing with the concern should make sure that the complainant is kept informed of any action taken. The emphasis at this stage should be on resolving the issue quickly and informally for the benefit of staff, pupils and parents. At the subsequent meeting, concerns should be outlined and a course of action agreed. At the end of the meeting outcomes should be documented and a follow up meeting arranged, where appropriate. Should this not produce a satisfactory outcome then an appointment should be made to speak to the Headteacher (or Acting Headteacher in the protracted absence of the Headteacher). The Head Teacher should acknowledge the complaint within 3 school days. The acknowledgement should include a summary of the complaints procedure and a target date for providing a response. This should be within 15 school days. If this date cannot be met, the complainant should be contacted and given a reason for the delay and a revised target date. Again, the issues should be identified, including any reasons for dissatisfaction with previous outcomes. The Headteacher will agree the outcomes, and any subsequent actions, and these will be made in writing for future reference.

3 The Head Teacher should provide an opportunity for the complainant to meet him/her to discuss their concerns and find solutions. It should be made clear that the complainant may bring a friend, family member or advocate to the meeting if they wish. Interpreting services should also be made available where necessary. The Head Teacher may find it useful to have another member of staff present to observe and record the meeting and promote staff safety. Care should be taken in these circumstances not to create an intimidating atmosphere for the complainant. The Head Teacher should make whatever enquiries s/he considers necessary to ascertain the facts and the legitimacy of decisions taken. This may include Interviewing staff / pupils Reviewing minutes of meetings Reviewing school records Pupils should be interviewed in the presence of another member of staff, or in the case of serious complaints (e.g. where the possibility of criminal investigation exists) in the presence of their parents. Again, care should be taken in these circumstances not to create an intimidating atmosphere. It is important that the Head Teacher investigates complaints thoroughly and objectively. If s/he feels unable to do this (e.g. if s/he has been directly involved in the decision making process that led to the complaint) s/he should delegate responsibility for investigating the complaint to another member of the management team or the chair of governors. It is strongly advised that the Head Teacher (or designated person) should keep a record of interviews, telephone conversations and other documentation. Once all the relevant facts have been established, the Head Teacher should provide a written response to the complainant. This should include a full explanation of decisions taken and the reasons for them. Where appropriate, it should include details of actions the school will take to resolve the complaint. Should this still not produce a satisfactory outcome then representation should be made to the chair of the Governing Body (or other appropriate member of the Governing Body) a letter received by the school notifying that a complainant is dissatisfied with the outcome of a complaint must be passed to the Chair of Governors within 3 school days. In the case of a written complaint received directly by the governing body, the Chair of Governors should first ensure that The complaint has first been dealt with at Stage Two The complaint is covered by the school s complaints procedure not other procedures e.g. personnel or child protection

4 If the governors cannot hear the matter, it should be referred back to the Head Teacher and the Clerk to the governors should write to the complainant advising them of the correct procedures. Upon receipt of a letter notifying that the complainant is not satisfied with the outcome of a Stage Two investigation the Clerk to the Governors should write acknowledging that the complaint has been received. The letter should explain that the complainant has the right to submit any further documents or information relevant to the complaint. A deadline for submission of these documents should be given. The Head Teacher should also be invited to submit a written report for the committee. The Head Teacher may also invite members of staff directly involved in matters raised by the complainant to respond personally or in writing. The Clerk to the Governors should convene the complaints committee elected from the governing body. The committee should comprise 3 or 5 governors who have had no previous involvement with the complaint. The complaint should not be heard by the entire governing body as this could compromise the impartiality of any panel set up for a disciplinary hearing against a member of staff following a serious complaint. The complaints committee should set a timetable for the investigation and should notify the complainant of this. The review hearing should be heard within 20 school days of receiving the letter. The Clerk should write to inform the committee, Head Teacher, complainant and any relevant witnesses of the date and time of the hearing, giving a minimum of 5 days notice. All documents submitted should be circulated to the committee, the Head Teacher and the complainant. The complainant will be notified of their right to have a friend, family member, advocate or interpreter present if they wish. The Chair of Governors should ensure that the review panel meeting is minuted. The panel should be open-minded and independent. The aim of the meeting should be to resolve the complaint and achieve reconciliation between the school and the complainant. However, it may sometimes only be possible to establish the facts and make recommendations that satisfy the complainant that their concern has been taken seriously. The hearing should be held in private. Any witnesses (other than the complainant and the Head Teacher) should only attend for the part of the hearing in which they give their evidence. The committee should remember that the complainants may not be used to formal meetings and may feel inhibited in addressing the committee. It is recommended that the Chair of the committee keep the proceedings as informal as possible. This is particularly important if the complainant is a child.

5 If either party wishes to introduce new information at the meeting, this should be allowed. The meeting should then be adjourned for a short period to allow other parties to review and respond to this information. The meeting should allow for The complainant to explain their complaint and the Head Teacher to explain the school s response. Witnesses to be brought by the complainant or the Head Teacher. The Head Teacher and the complainant to ask questions of each other and any witnesses. The committee to ask questions of the complainant, Head Teacher and any witnesses. The complainant and the Head Teacher to summarise their position The Chair of the Panel should explain to the complainant and the Head Teacher that the committee will consider its decision and respond in writing within 15 school days. The complainant and the Head Teacher should then leave. The committee should then consider the complaint and all the evidence presented. They should then decide Whether or not they uphold the complaint, in whole or in part What action can be taken to resolve the complaint Where appropriate, recommend what action can be taken to prevent similar difficulties on the future. A written response detailing the decisions, recommendations and the basis on which these have been made should be sent to the complainant within 15 school days. Lydiate Primary School should retain a copy of all correspondence and records of meetings. Should there still be no satisfactory outcome then it will become appropriate to implement the more formal complaints procedure mentioned earlier, including representations to the Local Authority (LA) or Department for Education (DfE) Ombudsman as appropriate. Keeping Parents Informed At each stage, the complainant should receive a response as soon as possible, and within a maximum of 15 school days. The response may be given verbally or in writing. The complainant should be given information on how to proceed if they are not satisfied and where to get independent advice. Children Where children have a concern or a complaint it should always be treated sympathetically and is usually most appropriately dealt with by the adult that

6 they know best in school. In most cases this will be the class teacher but it may be another member of staff, e.g. a teaching or learning support assistant. Particular sensitivity is needed when dealing with the concerns of children but honesty is essential, confidentiality is never promised as this may compromise child protection procedures. Children may be encouraged to speak to another member of staff, including the Headteacher, if they are unhappy about whether a concern has been taken seriously; however, sensitivity is again needed so as not to undermine authority of, and relationships with, other members of staff. The Headteacher may find it appropriate to refer the concern to another agency, e.g. Curriculum/Pupil Welfare Committee or Social Services. Staff Staff who have a complaint or concern should first speak to the Headteacher. Identifying the nature of the concern. Following discussion and clarification of the issues actions should be agreed and a follow up meeting arranged. Staff have the right to representation by their union or professional organisation at any such meeting and, in the same way, representatives from the school s personnel service provider may be in attendance at such a meeting, but it would be hoped that such formal steps would be unnecessary in the first instance. Should the situation not be resolved then a formal approach to the Chair of Governors, or other appropriate member of the Governing Body, would follow. Formal Procedure Step 1 The member of staff must put their grievance in writing to the Governing Body. Step 2 A face-to-face meeting between the member of staff and the Governing Body, should take place. This will provide opportunity for an open discussion about the complaint. Both parties must be given time to consider the other s complaint prior to the meeting. The Governing Body will listen to the arguments and confirm any decision in writing, advising the employee of their right of appeal. If they wish to appeal, the employee must write to the Chair of Governors, informing them of their intention to appeal against the decision within 10 working days of receipt of the formal notification of this decision. Step 3 The Appeal Group will arrange to hear the appeal within 20 working days of receipt of the notification from the employee that they wish to appeal. The decision of the Appeal Group will be final and will be communicated to the employee within 5 working days of the appeal hearing.

7 The Local Government Ombudsman A complaint can be referred to the Local Government Ombudsman at any time. In most cases the Ombudsman would expect the Local Authority to consider a complaint initially. The Ombudsman will consider complaints if the complainant is not satisfied with the outcome at Stage 3. The Ombudsman will consider if there has been maladministration by the local authority or Governing Body. He can direct the Local Authority or Governing Body to take actions to resolve the complaint. Timescales Timescales may be extended in exceptional circumstances by mutual agreement. Conclusion The key to resolving any concern or complaint is to ensure that in the first instance an immediate and appropriate means of communication exists. Early discussion will reduce the risk of situations becoming more problematic and will allow for more satisfactory solutions to be identified. Reviewing The Policy Policy adopted by the staff and the Governing Body in October To be reviewed after three years in October Appendix 1 Quick Guide For Parents Stage One Many concerns can be resolved quickly with goodwill, often by making early contact with the class teacher or Head of Year. If this is not possible, or the teacher is unable to resolve the concern, the parent, carer or pupil should contact the Head Teacher or Assistant Head Teacher. The person who receives the complaint should attempt to work with the family to resolve the complaint informally. This may involve Mediation and conciliation Explaining policies or decisions Helping the pupil to express their views to another person Review of educational provision Review of support services Most complaints will be dealt with in this way. Stage 2 If the pupil, parent or carer are not satisfied with the outcome of the informal investigation, they may wish to make a formal complaint. This should be done in writing to the Head Teacher. If the complaint is about the Head Teacher, or if the problem is not resolved, the matter should be referred to the Chair of Governors of the school.

8 The school and its governors have a duty in law to act properly and investigate complaints impartially. Once investigations are complete the person making the complaint should receive a written response from the school. Stage 3 Pupils, parents and carers who are not satisfied with the outcome of the investigation and wish to pursue a complaint regarding a school issue can refer the complaint to a review committee of Governors, known as the Complaints Panel. This can be done by writing to the Clerk to the Governing Body. The aim of the panel is to establish any areas of agreement and identify actions that can be taken to resolve the complaint. Stage 4 If all other attempts to resolve the complaint have been unsuccessful the pupil, parent or carer may refer their complaint to Ombudsman. They can investigate complaints about the work of the school as a whole, but are not in a position to investigate any matter that relates only to a child. Alternatively, the complaint can be referred to the Secretary of State for Education or OfSTED.