OXON CHURCH OF ENGLAND PRIMARY SCHOOL COMPLAINTS POLICY

OXON CHURCH OF ENGLAND PRIMARY SCHOOL COMPLAINTS POLICY HOW TO RAISE A CONCERN INFORMAL STAGE Class teachers are the usual first pint f cntact fr any cncerns. Mst cncerns are reslved infrmally thrugh cnversatins and meetings. If a parent/carer has a mre serius cncern then they can cntact the headteacher wh will then wrk t address the cncern raised. This may invlve infrmal cnversatins, telephne cnversatins, letters r planned meetings. Class teachers may be invlved as part f the prcess. It is hped that the vast majrity f cncerns can be addressed thrugh this prcess. Where the first apprach is made t a gvernr, they will refer the cmplainant t the headteacher and advise the parent abut the cmplaints prcedure. HOW TO MAKE A FORMAL COMPLAINT STAGE ONE: COMPLAINT HEARD BY HEADTEACHER If a parent/carer still feels that a cncern has nt been fully addressed then they shuld make a frmal cmplaint. The cmplaint shuld be made in writing t the headteacher using the schl cmplaints frm. An acknwledgement (r final respnse where pssible) will be sent t the cmplainant within five wrking days. A full respnse will be sent within twenty schl wrking days. If a cmplete answer still cannt be given, the cmplainant will be tld what is being dne t investigate and hw lng this will take. When a final respnse is prvided it will cntain infrmatin abut the next stage in the cmplaints prcedure. The schl, if asked, will help anyne wh wuld like assistance t set ut their cmplaint including access t translatin services where necessary. WHERE TO GO IF NOT SATISFIED WITH THE OUTCOME STAGE TWO: COMPLAINT HEARD BY CHAIR OF GOVERNORS Cmplainants nt satisfied with the utcme f their cmplaint dealt with by the headteacher, shuld write t: The Chairman f Gvernrs Oxn CE Primary Schl An acknwledgement will be sent t the cmplainant within five wrking days. The cmplainant will be ffered the pprtunity t discuss their cmplaint with the Chairman. A full respnse will be sent within twenty schl wrking days. If a cmplete answer still cannt be given the cmplainant will be tld what is being dne t investigate and hw lng this will take. Versin 3.3 1

When a final respnse is prvided it will cntain infrmatin abut the next stage in the cmplaints prcedure. The cmplainant will be infrmed that any request t mve t stage 3 shuld be made in writing. STAGE THREE: COMPLAINT HEARD BY THE GOVERNING BODY COMPLAINTS COMMITTEE Cmplainants nt satisfied with the utcme f their cmplaint dealt with by the Chairman f Gvernrs, shuld write t the Chairman requesting that the cmplaint be passed t the Gverning Bdy Cmplaints Cmmittee. The Chairman f Gvernrs will respnd within ten wrking days f this request and will set a date fr a meeting f the Cmplaints Cmmittee. This meeting will, wherever pssible, take place within three weeks (excluding schl hlidays) f dispatch f the acknwledgment letter unless a lnger perid (perhaps t arrange suitable dates r cllate infrmatin) is necessary, in which case the chair will infrm the cmplainant f the reasn fr the delay. Individual cmplaints will nt be heard by the whle Gverning Bdy at any stage, as this culd cmprmise the impartiality f any panel set up fr a disciplinary hearing against a member f staff fllwing a serius cmplaint. Cmplainants will have the pprtunity t present their views t a panel f three gvernrs with delegated pwers t hear cmplaints at this stage in the cmplaint prcess, as set ut in the cmmittee s terms f reference. The cmmittee will appint their wn chair. The cmplainant and the persn wh is the subject f the cmplaint (if apprpriate) will be permitted t bring a supprter (friend, spuse, unin representative, etc.) shuld they s chse. The Remit f the Cmplaints Cmmittee The panel can: dismiss the cmplaint in whle r in part; uphld the cmplaint in whle r in part; decide n the apprpriate actin t be taken t reslve the cmplaint; recmmend changes t the schl's systems r prcedures t ensure that prblems f a similar nature d nt recur. Pints which any gvernr sitting n a cmplaints cmmittee needs t remember (DFE Guidance): a) It is imprtant that the cmmittee is independent and impartial and that it is seen t be s. N gvernr may be a member f the cmmittee if they have had a prir invlvement in the cmplaint r in the circumstances surrunding it. In deciding the make-up f the cmmittee, gvernrs need t try and ensure that it is a crss-sectin f the categries f gvernr and sensitive t the issues f race, gender and religius affiliatin. b) The aim f the meeting, which needs t be held in private, will always be t reslve the cmplaint and achieve recnciliatin between the schl and the cmplainant. Hwever, it has t be recgnised the cmplainant might nt be satisfied with the utcme if the cmmittee des nt find in their favur. It may nly be pssible t establish the facts and make recmmendatins which will satisfy the cmplainant that his r her cmplaint has been taken seriusly. Versin 3.3 2

c) An effective cmmittee will acknwledge that many cmplainants feel nervus and inhibited in a frmal setting. Parents ften feel emtinal when discussing an issue that affects their child. The panel chair will ensure that the prceedings are as welcming as pssible. The layut f the rm will set the tne and care is needed t ensure the setting is infrmal and nt adversarial. d) The gvernrs sitting n the cmmittee need t be aware f the cmplaints prcedure. Rles and Respnsibilities The Rle f the Clerk set the date, time and venue f the meeting, ensuring that the dates are cnvenient t all parties and that the venue and prceedings are accessible; cllate any written material and send it t the parties in advance f the meeting; meet and welcme the parties as they arrive at the meeting; recrd the prceedings; ntify all parties f the cmmittee's decisin. The clerk will be impartial at all times and will nt influence in any way the decisin taken by the cmmittee. The Rle f the Chair f the Gverning Bdy The chair f the gverning bdy will: check that the crrect prcedure has been fllwed; if a hearing is apprpriate, ntify the clerk t arrange the meeting. The Rle f the Chair f the Cmmittee The chair f the cmmittee will ensure that: the remit f the cmmittee is explained t the parties and each party has the pprtunity f putting their case withut undue interruptin; the issues are addressed; key findings f the facts are made; parents and thers wh may nt be used t speaking at such a hearing are put at ease; the meeting is cnducted in an infrmal manner with each party treating the ther with respect and curtesy: the cmmittee is pen minded and acting independently; n member f the cmmittee has a vested interest in the utcme f the prceedings r any invlvement in an earlier stage f the prcedure; each side is given the pprtunity t state their case and ask questins; written material is seen by all parties. If a new issue arises it wuld be useful t give all parties the pprtunity t cnsider and cmment n it. The cmplainant will be ntified f the decisin made by the cmmittee within seven wrking days. When a final respnse is prvided it will cntain infrmatin abut the final stage in the cmplaints prcedure. Versin 3.3 3

STAGE 4: DEPARTMENT FOR EDUCATION Thereafter, if cmplainants are still nt satisfied with the utcme and want t take the matter further they can cntact the Department fr Educatin. Telephne: 0370 000 2288 Address: Department fr Educatin Schl Cmplaints Unit 2 nd Flr, Piccadilly Gate Stre Street Manchester M1 2WD WHAT TO DO IF THE COMPLAINT IS ABOUT THE HEADTEACHER Cmplaints abut the headteacher that the cmplainant des nt wish t raise directly with the headteacher shuld, in the first instance, be sent t the Chairman f Gvernrs. WHAT TO DO IF THE COMPLAINT IS ABOUT A GOVERNOR OR THE CHAIR OF GOVERNORS Cmplaints against the Chair f Gvernrs r any individual gvernr shuld be made by writing t the Clerk t the Gverning Bdy. WHO CAN MAKE A COMPLAINT OR RAISE A CONCERN (DfE guidance January 2016) Any persn, including members f the general public, may make a cmplaint abut any prvisin f facilities r services that a schl prvides, unless separate statutry prcedures apply (such as exclusins r admissins). Schls must nt limit cmplaints t parents r carers f children that are registered at the schl. POLICY DATE: May 2016 Versin 3.3 4

CHECKLIST FOR COMPLAINTS COMMITTEE MEETING The schl and cmplainant may prduce evidence which they feel will be helpful t the cmmittee in reaching an understanding f the issues and making a decisins. In sme cases this will simply be written evidence, in ther cases in may als be necessary t call witnesses. The panel needs t take the fllwing pints int accunt: The meeting is as infrmal as pssible. Witnesses (if applicable) are nly required t attend fr the part f the meeting in which they give their evidence. After intrductins, the cmplainant is invited t explain their cmplaint, and be fllwed by their witnesses. The headteacher may questin bth the cmplainant and the witnesses after each has spken. The headteacher is then invited t explain the schl's actins and be fllwed by the schl's witnesses. The cmplainant may questin bth the headteacher and the witnesses after each has spken. The panel may ask questins at any pint. The cmplainant is then invited t sum up their cmplaint. The headteacher is then invited t sum up the schl's actins and respnse t the cmplaint. Bth parties leave tgether while the cmmittee decides n the issues. The chair explains that bth parties will hear frm the panel as sn as pssible but, in any event, within a seven day perid. Versin 3.3 5

OXON CE PRIMARY SCHOOL COMPLAINT FORM Please cmplete and return t the headteacher wh will acknwledge receipt and explain what actin will be taken. Yur name: Pupil's name: Yur relatinship t the pupil: Address: Pstcde: Daytime telephne number: Evening telephne number: Please give details f yur cmplaint What actin, if any, have yu already taken t try and reslve yur cmplaint. (Wh did yu speak t and what was the respnse)? Versin 3.3 6

What actins d yu feel might reslve the prblem at this stage? Are yu attaching any paperwrk? If s, please give details. Signature: Date: Official use Date acknwledgement sent: By wh: Versin 3.3 7