Complaints Procedure

The Legal Framework
It is a statutory requirement for all academies to have a complaints procedure in place that complies with the Education (Independent School Standards) (England) Regulations 2014, Schedule 1, Part 7

General Principles
This procedure is intended to allow a pupil, parent or people who are not parents of attending pupils at the school, to raise a concern or complaint relating to the school, or the services that it provides. Our prospectus contains the following statement on complaints:
“‘We aim to provide the best possible service to parents and pupils. Should you have any concerns about school life then we ask that you share your concerns initially with your child’s class teacher, then the Assistant Headteachers then Deputy Headteacher and finally the Headteacher. If your concerns cannot be satisfactorily dealt with then you can take the matter to the School Board of Directors and the Education Funding Agency. There is a leaflet in our school reception and on our website detailing our complaints procedure”
• In the event that these initial approaches fail to resolve a complaint, this policy lays out the procedures that should be followed to allay any concerns about a particular issue.
• We welcome suggestions for improving our work in school. Be assured that, no matter what you want to tell us, our support and respect for your child will not be affected in any way. Please tell us of your concern as soon as possible. It is difficult for us to investigate an incident or problem properly if it took place some time ago.
• An anonymous concern or complaint will not be investigated under this procedure, unless there are exceptional circumstances.
• To enable a proper investigation to take place, concerns or complaints should be brought to the attention of the school as soon as possible. In general, any matter raised more than 3 months after the event being complained of, will not be considered, unless there are exceptional circumstances.