Le Rocquier School Policy
To ensure complainants can feel assured from the outset of a fair hearing in line with the procedure for dealing with issues that have not immediately been resolved. We also hope that a staged framework might prevent an early and unnecessary escalation of the problem. In addition we will ensure the lessons learned from the investigation of complaints will prove useful to improve the School's policy and practice.
1 What Constitutes a complaint in our procedure?
We accept the Local Government Ombudsman's definition of a complaint, which when applied to a school, covers the following areas:
"A complaint is an expression of dissatisfaction, however made, about the standard of service, actions, or lack of actions, by a school or its staff affecting an individual or a group."
Members of the public, parents/carers and students may legitimately express dissatisfaction about aspects of our work.
The consideration of a complaint will include all relevant statutory requirements, LEA advice and accepted good practice, together with the reasonableness of the actions or omissions giving rise to the complaint having regard to all the circumstances of the case.
2 Why have we adopted a General Complaints Procedure?
We hope that the adoption of a clear complaints procedure will help to ensure that most complaints are resolved quickly and smoothly and as close to the source of misunderstanding or problem as possible. In this way complainants can feel assured from the outset of a fair hearing, in line with a defined procedure for dealing with issues that have not immediately been resolved. We also hope that a staged framework might prevent an early and unnecessary escalation of the problem. In addition, we will ensure that lessons learned from the investigation of complaints will prove useful to improve school's policy and practice.
3 The Policy's Guiding Principles
The guiding principles behind our Complaints Procedure include:
Simplicity - simple well publicised stages;
Access - complainants knowing exactly where, how and to
whom they should complain;
Speed & Clarity - complaints being dealt with promptly,
effectively and professionally within stated time
limits and at as early a stage as possible;
Action - action being agreed & reviewed, with complainants
kept informed of progress throughout each stage of
Objectivity - beyond the first informal stage of Investigation of a
complaint against an individual, the subject of the
complaint will not deal with it but will instead refer
to his or her manager or Chair of governors where
Development - opportunities for the school to consider changes
to current practice on the basis of what
complainants are saying.
4 Our Procedure for Handling Complaints
We believe that most complaints can be resolved satisfactorily by informal discussion either over the telephone or through a meeting involving the key people involved.
We will acknowledge written complaints within 5 working days and give a full response to complainants within 2 weeks. If the complaint is judged to involve complex issues, complainants will be informed within 2 weeks when they can expect a full response. Complainants will be kept informed of progress if a lengthy investigation is involved. The main aim throughout the process is to resolve the matter as quickly and effectively as possible, to everybody's satisfaction.
Stage One: Informal Complaints
Stage Two: Formal Complaints
At each stage a record will be kept of the issues raised and discussed and actions agreed.
All such records will be kept in a complaints file.
Le Rocquier School endeavours to resolve all complaints as quickly and professionally as possible, however complainants must present their complaint through the correct channels. Abusive, threatening, bullying or intimidating behaviour, letters, phone calls or e-mails will be referred to the police.