Complaints Procedure Policy

Additional Guidance
Stage 1: Informal
Concerns, problems and any differences are settled informally, guided by the Christian ethos of the school. The first point of contact will be to the class teacher if it is a concern over a classroom matter. If it is any other matter the person to contact will be the headteacher. If it proves impossible to reach a satisfactory conclusion and the concern becomes a complaint then stage 2 is invoked.
Stage 2: Headteacher’s investigation
The complainant makes a written complaint to the headteacher. The Headteacher conducts an investigation and the results of this are reported to the complainant. If the outcome is unsatisfactory to the complainant then Stage 3 is invoked.
Notification of preliminary investigations to be made within 10 school days.
Stage 3: Panel of governors meet formally to hear complaint.
The complainant will put the complaint in writing to the chair of governors who will then arrange for a panel of governors to be convened. The Headteacher and complainant attend a meeting of a panel of governors who have not had any connection with the complaint. Witnesses may be called if necessary. The decision of the panel is put in writing to the complainant, chair of governors, headteacher and others deemed appropriate.
Final attempts at reconciliation to be made within 10 school days. Upon failure to reach agreement, panel of Governors to meet within 4 school weeks or as soon as possible in the event of a school holiday. Notification of panel decision to be made to all parties within 10 school days.
Stage 4: Beyond the school
If the governing body cannot resolve the complaint it may be referred to the Diocesan Director of Education and from there to the LEA.
Stage 5: The Secretary of State
Anyone can complain to the Secretary of State if he or she believes that a governing body is acting “unreasonably” or is failing to carry out its statutory duties properly.