Policy: Complaints Procedure

Date: October 2024
Review date: October 2025
Authorised by the Governing Body

Summary

The document outlines the complaints procedure for Dunalley Primary School, detailing how individuals can raise concerns or complaints, the process for addressing them, and the roles and responsibilities involved.

Who Can Make a Complaint?

Any individual, including the public, can file a complaint regarding services provided by Dunalley Primary School. ​

• Complaints are not limited to parents or carers of registered children. ​
• The procedure is applicable unless other statutory procedures are in place.
• Dunalley Primary School aims to resolve complaints informally when possible. ​

Difference Between a Concern and a Complaint

Concerns are expressions of worry, while complaints are expressions of dissatisfaction. ​

• Concerns seek reassurance, whereas complaints indicate dissatisfaction with actions or inactions. ​
• The school encourages early resolution of both concerns and complaints. ​
• If informal resolution is not possible, formal procedures will be followed.

How to Raise a Concern or Make a Complaint

Concerns or complaints can be made in various ways, including in person, writing, or by phone. ​

• Complaints should be directed to the class teacher or Headteacher. ​
• Complaints against staff (excluding the Headteacher) should be marked as Private and Confidential. ​
• Third parties can raise complaints on behalf of complainants with consent. ​

Anonymous Complaints Policy

Anonymous complaints are generally not investigated unless deemed necessary by the Headteacher or Chair of Governors. ​

• The school prefers identifiable complaints for effective resolution. ​
• The decision to investigate an anonymous complaint is at the discretion of the Headteacher or Chair. ​

Time Scales for Complaints

Complaints must be raised within three months of the incident. ​

• Complaints regarding a series of incidents must be made within three months of the last incident. ​
• Complaints made outside term time are considered received on the first school day after the holiday. ​

Scope of the Complaints Procedure

The procedure covers complaints about community facilities or services, excluding those under other statutory procedures. ​

• Specific exceptions include staff conduct, admissions, child protection matters, exclusions, and whistleblowing.
• Complaints about staff conduct are handled under internal disciplinary procedures. ​

Resolving Complaints

Dunalley Primary School aims to resolve complaints at each stage of the procedure. ​

• Possible resolutions include explanations, admissions of fault, assurances of non-recurrence, and apologies. ​
• The school seeks to address complaints effectively and improve policies as needed. ​

Withdrawal of a Complaint

Complainants wishing to withdraw their complaint must confirm this in writing. ​

• The school will acknowledge the withdrawal and cease further action on the complaint. ​

Roles and Responsibilities in Complaints

Clear roles are defined for complainants, investigators, and committee members.

• Complainants should articulate their issues clearly and cooperate with the process. ​
• Investigators must conduct thorough and fair investigations, keeping detailed records.
• Committee members must remain impartial and ensure a respectful environment during meetings. ​

Stage 1 of the Complaints Procedure

Formal complaints are initially addressed to the Headteacher. ​

• The Headteacher acknowledges receipt within five school days and investigates the complaint. ​
• A formal response is provided within ten school days, detailing actions taken and decisions made. ​

Stage 2 of the Complaints Procedure

If dissatisfied with Stage 1, complainants can escalate to Stage 2 with the governing body's complaints committee. ​

• Requests for escalation must be made within five school days of the Stage 1 response. ​
• The committee will meet within fifteen school days to review the complaint and provide a written decision. ​

Next Steps After Complaints

If unsatisfied with the school's handling of the complaint, complainants can contact the Department for Education. ​

• The Department will not re-investigate but will check adherence to education legislation.
• Contact can be made online, by phone, or by mail. ​

Policy for Managing Serial and Unreasonable Complaints

The school is committed to fair complaint handling but will not tolerate unreasonable behavior. ​

• Unreasonable behavior includes excessive contact, refusal to cooperate, and abusive language.
• The school may limit communication methods for complainants exhibiting unreasonable behavior. ​