COMPLAINTS PROCEDURE
Introduction
Stoke College has long prided itself on the quality of the teaching and pastoral care provided to its pupils. However, if parents do have a complaint, they can expect it to be treated by the School in accordance with this procedure which is applicable parents of all pupils including boarders and children in the EYFS. This policy is available to all parents, staff and boarders on the college website and on request.
Stage 1 – Informal Resolution
- It is hoped that most complaints and concerns will be resolved quickly and informally.
- If parents have a complaint they should contact their son/daughter’s form teacher. In many cases the matter will be resolved straightaway by this means to the parents’ satisfaction. If the form teacher cannot resolve the matter alone, it may be necessary for them to consult with the head of department, the Deputy Head or Head.
- Complaints made directly to a head of department, Deputy Head or Head will usually be referred to the relevant form teacher unless the head of department, Deputy Head or Head deems it appropriate for them to deal with the matter personally.
- The form teacher will make a written record of all concerns and complaints and the date on which they were received. Should the matter not be resolved within 10 days or in the event that the form teacher and the parent fail to reach a satisfactory resolution then parents will be advised to proceed with their complaint in accordance with stage 2 of this Procedure.
Stage 2 - Formal Resolution
- If the complaint cannot be resolved on an informal basis, then the parents should put their complaint in writing to the Head. The Head will decide, after considering the complaint, the appropriate course of action to take.
- In most cases, the Head will speak to the parents concerned, within five working days of receiving the complaint, to discuss the matter. If possible, a resolution will be reached at this stage.
- It may be necessary for the Head to carry out further investigations.
- The Head will keep written records of all meetings and interviews held in relation to the complaint.
- Once the Head is satisfied that, so far as is practicable, all of the relevant facts have been established, a decision will be made and parents will be informed of this decision in writing. The Head will also give reasons for his decision within 28 days.
- If parents are still not satisfied with the decision, they should proceed to Stage 3 of this procedure.
Stage 3 – Panel Hearing
- If parents seek to invoke Stage 3 (following a failure to reach an earlier resolution) they will be referred to the Chair of Governors who has been appointed by the Governors to call hearings of the Complaints Panel.
- The matter will then be referred to the Complaints Panel for consideration. The Panel will consist of at least three persons not directly involved in the matters detailed in the complaint, one of whom shall be independent of the management and running of the school. Each of the Panel members shall be appointed by the board of governors. The Chair of Governors, on behalf of the Panel, will then acknowledge the complaint and schedule a hearing to take place as soon as practicable but within 28 days.
- If the Panel deems it necessary, it may require that further particulars of the complaint or any related matter be supplied in advance of the hearing. Copies of such particulars shall be supplied to all parties not later than 2 days prior to the hearing.
- The parents may be accompanied to the hearing by one other person. The hearing is designed to be a non-adversarial opportunity to resolve the complaint and the school will not meet any costs of parental legal representation.
- If possible, the Panel will resolve the parents’ complaint immediately without the need for further investigation.
- Where further investigation is required, the Panel will decide how it should be carried out. After due consideration of all facts they consider relevant, the Panel will reach a decision and may make recommendations, which it shall complete within 10 days of the Hearing. A copy of the findings and recommendations will be sent by electronic mail or otherwise given to the complainant and, where relevant, the person complained about.. (The decision of the Panel will be final). A copy of the findings and recommendations will be available for inspection on the school premises by the proprietor and the Headteacher.
A written record of all concerns and complaints and the date on which they were received will be kept and of whether they are resolved at the preliminary stage or proceed to a panel hearing.
Parents can be assured that all concerns and complaints will be treated seriously and confidentially. Correspondence, statements and records will be kept confidential except where the Secretary of State or a body conducting an inspection under section 162A of the 2002 Act, as amended, requests to see them.
We aim to resolve complaints either to the complainant’s satisfaction, or with an otherwise appropriate outcome which balances the rights and duties of pupils who will not be penalised for making a complaint in good faith.
The record of complaints is kept for at least three years.
Concerns or allegations may be reported to OFSTED. www.ofsted.gov.uk or 0300 123 4666 or ISI www.isi.net or 020 7600 0100. These numbers are available for boarders on the boarding house noticeboard. The Local Authority Designated Officer (LADO) for the school is the West Suffolk Safeguarding Manager, West Suffolk House, Bury St Edmunds, 01284 758816, who should be contacted if students or parents have any complaints or concerns concerning child welfare.
There were no formal complaints registered during the school year 2009-2010
There were no formal complaints registered during the school year 2010-2011
Adopted March 2004
Reviewed March 2005
Reviewed March 2006
Reviewed March 2009
Reviewed November 2010
Reviewed September 2011
