COMPLAINTS PROCEDURE
HEBBURN LAKES PRIMARY SCHOOL
COMPLAINTS PROCEDURE
Dealing with Complaints – Initial Concerns We need to be clear about the difference between a concern and a complaint. We hope and expect that concerns will continue to be handled, if at all possible, without the need for formal procedures. The requirement to have a complaints procedure will not in any way undermine efforts to resolve the concern informally. In most cases the staff or head teacher will receive the first approach and staff will be able to resolve issues on the spot. Dealing with Complaints – Formal Procedures The formal procedures will need to be invoked when initial attempts to resolve the issue are unsuccessful and the person raising the concern remains dissatisfied and wishes to take the matter further. The head teacher will have responsibility for the operation and management of the school complaints procedure. Vexacious Complaints If properly followed, the complaints procedure will limit the number of complaints that become protracted. However, there may be occasions when, despite all stages of the procedure having been followed, the complainant remains dissatisfied. If the complainant tries to reopen the same issue, the chair of governors will inform them in writing that the procedure has been exhausted and that the matter is now closed. Time Limits Complaints need to be considered and resolved as quickly and efficiently as possible. At each stage of the complaints procedure, realistic time limits will be set for a response to be made to the complainant. However, where further investigations are necessary, new time limits can be set and the complainant sent details of the new deadline and an explanation for the delay.
The Formal Complaints Procedure
The Stages of Complaints The complaints procedure will have three stages: Stage one: complaint heard by staff member (though not the subject of the complaint)
Stage two: complaint heard by head teacher
Stage three: com plaint heard by the governors’ complaints appeal panel.
Managing and Recording Complaints Recording Complaints The school will record the progress of the complaint and the final outcome. A complaint may be made in person, by telephone or in writing. Complainants will be encouraged to use the complaints form found in Annex A. at the end of a meeting or telephone call, the member of staff involved will ensure that the complainant and the school have the same understanding of what was discussed and agreed. A brief note of meetings and telephone calls will be kept and a copy of any written response added to the record. The complaints co-ordinator will be responsible for the records and hold them centrally. Governing Body Review The governing body will monitor the level and nature of complaints and review the outcomes on a regular basis to ensure the effectiveness of the procedure and make changes where necessary. Preferably, complaints shared with the whole governing body will not name individuals. We recognise that, as well as addressing an individual’s complaints, the process of listening to, and resolving complaints will contribute to school improvement. When individual complaints are heard, the school may identify underlying issues that need to be addressed. Publicising the Procedure The complaints procedures will be publicised in the school brochure.
Procedure It is in everyone’s interest that concerns and complaints are resolved at the earliest possible stage. Concerns The school will respect the views of a person with a concern who indicates that he / she would have difficulty discussing a concern with a particular member of staff. in these cases, the concern should be referred to the head teacher. Similarly, if a member of staff directly involved feels too compromised to deal with a concern, the person will be referred to the head teacher. Complaints Complaints will be dealt with, in the first instance, by the head teacher. However, where the complaint involves the head teacher, the complaint will be referred to the chair of governors. Where the first approach is made to a governor, the next step will be to refer the complaint to the head teacher and advise them about the procedure. Governors will not act unilaterally on an individual complaint outside the formal procedure or be involved at the early stages in case they are needed to sit on a panel at a later stage of the procedure. Stage 1:
Complaint Heard by a Staff Member
The experience of the first contact between the complainant and the school can be crucial in determining whether the complaint will escalate. To that end, if staff are made aware of the procedure, they know what to do when they receive a complaint. It would assist the procedure if the school respected the views of a complainant who indicates that he / she would have difficulty in discussing a complaint with a particular member of staff. In these cases, the complaints co-ordinator can refer the complaint to another member of staff. where the complaint concerns the head teacher, the complaints co-ordinator can refer the complaint to the chair of governors. Similarly if the member of staff directly involved feels too compromised to deal with a complaint, the complaints co-ordinator may consider referring the complainant to another staff member. The member of staff may be more senior but does not have to be. The ability to consider the complaint objectively and impartially is crucial. Stage 2: Complaint Heard by the Head Teacher The complaint may be made to the head teacher in writing, by telephone or in person (preferably by appointment). The head teacher will follow the principles of this
procedure – the complaint will be acknowledged, discussed and recorded. The head teacher may need to investigate the complaint before responding. If this is likely to require some time, the head teacher will agree a deadline for the response with the complainant. If the complaint cannot be satisfactorily resolved at this stage, the head teacher will advise the complainant about the third stage of this procedure. Stage 3: Complaint heard by Governing Body Complaints Appeal Panel The complainant needs to write to the Chair of Governors giving details of the complaint. The Chair, or a nominated governor, will convene a governing body complaints panel. Individual complaints will not be heard by the whole governing body at any stage as this could compromise the impartiality of any panel set up for a disciplinary hearing against a member of staff following a serious complaint. The governing body will nominate a number of members with delegated powers to hear complaints at this stage. The panel can be drawn from the nominated members and will consist of three people. The panel may choose their own chair. The Remit of the Complaints Appeal Panel The panel can:
dismiss the complaint in whole or in part;
uphold the complaint in whole or in part;
decide on the appropriate action to be taken to resolve the complaint;
recommend changes to the school’s systems or procedures to ensure that problems of a similar nature do not recur.
Date: November 2015 Head Teacher signature………………………………….. Chair of Governors signature………………………………
Review: November 2018
Hebburn Lakes Primary School
MEETING OF THE COMPLAINTS COMMITTEE MEETING TO BE HELD AT THE SCHOOL, CAMPBELL PARK RD, HEBBURN
DATE………………………………………
AT
TIME……………………………………
GOVERNORS OF THE COMPLAINTS COMMITTEE:
COMPLAINTS PROCEDURE
Dealing with Complaints – Initial Concerns We need to be clear about the difference between a concern and a complaint. We hope and expect that concerns will continue to be handled, if at all possible, without the need for formal procedures. The requirement to have a complaints procedure will not in any way undermine efforts to resolve the concern informally. In most cases the staff or head teacher will receive the first approach and staff will be able to resolve issues on the spot. Dealing with Complaints – Formal Procedures The formal procedures will need to be invoked when initial attempts to resolve the issue are unsuccessful and the person raising the concern remains dissatisfied and wishes to take the matter further. The head teacher will have responsibility for the operation and management of the school complaints procedure. Vexacious Complaints If properly followed, the complaints procedure will limit the number of complaints that become protracted. However, there may be occasions when, despite all stages of the procedure having been followed, the complainant remains dissatisfied. If the complainant tries to reopen the same issue, the chair of governors will inform them in writing that the procedure has been exhausted and that the matter is now closed. Time Limits Complaints need to be considered and resolved as quickly and efficiently as possible. At each stage of the complaints procedure, realistic time limits will be set for a response to be made to the complainant. However, where further investigations are necessary, new time limits can be set and the complainant sent details of the new deadline and an explanation for the delay.
The Formal Complaints Procedure
The Stages of Complaints The complaints procedure will have three stages: Stage one: complaint heard by staff member (though not the subject of the complaint)
Stage two: complaint heard by head teacher
Stage three: com plaint heard by the governors’ complaints appeal panel.
Managing and Recording Complaints Recording Complaints The school will record the progress of the complaint and the final outcome. A complaint may be made in person, by telephone or in writing. Complainants will be encouraged to use the complaints form found in Annex A. at the end of a meeting or telephone call, the member of staff involved will ensure that the complainant and the school have the same understanding of what was discussed and agreed. A brief note of meetings and telephone calls will be kept and a copy of any written response added to the record. The complaints co-ordinator will be responsible for the records and hold them centrally. Governing Body Review The governing body will monitor the level and nature of complaints and review the outcomes on a regular basis to ensure the effectiveness of the procedure and make changes where necessary. Preferably, complaints shared with the whole governing body will not name individuals. We recognise that, as well as addressing an individual’s complaints, the process of listening to, and resolving complaints will contribute to school improvement. When individual complaints are heard, the school may identify underlying issues that need to be addressed. Publicising the Procedure The complaints procedures will be publicised in the school brochure.
Procedure It is in everyone’s interest that concerns and complaints are resolved at the earliest possible stage. Concerns The school will respect the views of a person with a concern who indicates that he / she would have difficulty discussing a concern with a particular member of staff. in these cases, the concern should be referred to the head teacher. Similarly, if a member of staff directly involved feels too compromised to deal with a concern, the person will be referred to the head teacher. Complaints Complaints will be dealt with, in the first instance, by the head teacher. However, where the complaint involves the head teacher, the complaint will be referred to the chair of governors. Where the first approach is made to a governor, the next step will be to refer the complaint to the head teacher and advise them about the procedure. Governors will not act unilaterally on an individual complaint outside the formal procedure or be involved at the early stages in case they are needed to sit on a panel at a later stage of the procedure. Stage 1:
Complaint Heard by a Staff Member
The experience of the first contact between the complainant and the school can be crucial in determining whether the complaint will escalate. To that end, if staff are made aware of the procedure, they know what to do when they receive a complaint. It would assist the procedure if the school respected the views of a complainant who indicates that he / she would have difficulty in discussing a complaint with a particular member of staff. In these cases, the complaints co-ordinator can refer the complaint to another member of staff. where the complaint concerns the head teacher, the complaints co-ordinator can refer the complaint to the chair of governors. Similarly if the member of staff directly involved feels too compromised to deal with a complaint, the complaints co-ordinator may consider referring the complainant to another staff member. The member of staff may be more senior but does not have to be. The ability to consider the complaint objectively and impartially is crucial. Stage 2: Complaint Heard by the Head Teacher The complaint may be made to the head teacher in writing, by telephone or in person (preferably by appointment). The head teacher will follow the principles of this
procedure – the complaint will be acknowledged, discussed and recorded. The head teacher may need to investigate the complaint before responding. If this is likely to require some time, the head teacher will agree a deadline for the response with the complainant. If the complaint cannot be satisfactorily resolved at this stage, the head teacher will advise the complainant about the third stage of this procedure. Stage 3: Complaint heard by Governing Body Complaints Appeal Panel The complainant needs to write to the Chair of Governors giving details of the complaint. The Chair, or a nominated governor, will convene a governing body complaints panel. Individual complaints will not be heard by the whole governing body at any stage as this could compromise the impartiality of any panel set up for a disciplinary hearing against a member of staff following a serious complaint. The governing body will nominate a number of members with delegated powers to hear complaints at this stage. The panel can be drawn from the nominated members and will consist of three people. The panel may choose their own chair. The Remit of the Complaints Appeal Panel The panel can:
dismiss the complaint in whole or in part;
uphold the complaint in whole or in part;
decide on the appropriate action to be taken to resolve the complaint;
recommend changes to the school’s systems or procedures to ensure that problems of a similar nature do not recur.
Date: November 2015 Head Teacher signature………………………………….. Chair of Governors signature………………………………
Review: November 2018
Hebburn Lakes Primary School
MEETING OF THE COMPLAINTS COMMITTEE MEETING TO BE HELD AT THE SCHOOL, CAMPBELL PARK RD, HEBBURN
DATE………………………………………
AT
TIME……………………………………
GOVERNORS OF THE COMPLAINTS COMMITTEE:
