Complaints Procedure

Complaint or Concern?

In many cases, a concern raised can be quickly and easily dealt with by approaching the child's classroom teacher or individual delivering the service in the first instance. In this way, we hope that many concerns can be resolved without having to proceed to a formal complaint.

Complaints Procedure

If the initial response fails to resolve your concern, or you remain dissatisfied with the response, then the formal complaints procedure can be invoked.

The Governing Body have an appointed complaints co-ordinator, the Headteacher, who has responsibility for the management and operation of the school complaints procedure. You can approach the Headteacher with either a written or verbal complaint. There is a Complaints Form which can be used.

The Headteacher will also hold a written record of any complaints received, and the nature of the complaint, not the names of individuals concerned, will be brought up as a fixed agenda item at every Governors meeting as part of the Headteacher's report. This ensures that any learning needs generated by the complaint are heard by the whole Governing body, whilst respecting the anonymity of the complainant

If the Headteacher fails to resolve the complaint, or you remain dissatisfied with the response, then the complaint can taken to the Governing Body Complaints panel. Either the Headteacher can ask for a panel to be convened, or you may write directly to the Chair of Governors outlining your complaint. The Chair of the Governing body will convene the panel from amongst the current Governors to hear the complaint and help resolve the issues. All proceedings will be carried out in private, and documented by a nominated clerk. The Chair of the Panel will notify the complainant of the panel's decision in writing.

The governors' appeal hearing is the last school-based stage of the complaints process. If the matter has not been taken to a satisfactory conclusion at this stage, then a further formal complaint may be made to the Wiltshire Education Authority