Complaints Procedure

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Brownlow Fold (‘the school’) has a complaints procedure which will ensure we respond to complaints as quickly and effectively as possible.

The procedure will set out exactly what will happen with a complaint and how long the process will take. The procedure will be used to deal with complaints relating to the school and any community facilities or services that the school provides.

We value all comments about our school and we will endeavour to address your concerns at the earliest stage possible.

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 the matter to be heard by an impartial committee of the Governing Body.

In the first instance complaints should be directed to a member of staff who will refer the issue to the most appropriate person. If the complaint concerns the Head Teacher or a Governor, the complainant should contact the Chair of Governors in writing via the school.

If the complaint is about the Chair of Governors, the complainant should write to the Clerk to Governors who will convene the complaints committee appointed from the Governing Body, and Stage 3 of this procedure will apply. In this instance the Chair of Governors may choose to present the evidence for the school. The clerk may refer to the Local Authority, Governor Support Service, Diocese or Board of Trustees for advice and support on any investigation.

When making a complaint it is important that the complainant identifies their desired outcome, that is what actions they feel might resolve the problem at any stage.

Pupils, parents or carers can make a complaint to the school about most aspects of its function including;

  • Attitude or behaviour of staff
  • Teaching and learning
  • Application of behaviour management systems
  • Bullying
  • Provision of extra-curricular activities
  • The curriculum and collective worship

The same complaint could be made jointly by a number of persons, in this case it is expected that a nominee or representative speak on behalf of all complainants, otherwise, all complaints will be dealt with on an individual basis.

Members of the general public may make complaints to the school if the school is directly responsible for the issue being complained about e.g.

Behaviour of pupils during break-times

Health and safety issues of premises

Behaviour of staff

These complaints will not fall within the jurisdiction of the Secretary of State or Ofsted, therefore only the Head Teacher and the Governing Body will consider them.

This procedure will not be used for a staff grievance or disciplinary procedure. Legal, safeguarding or disciplinary proceedings take precedence over complaints procedures and timescales. A complaint about any community facilities or services provided by any third party through the school premises or using school facilities should be addressed to the third party provider who will have their own complaints procedure. Copies of the complaints procedure for any third party provider are available directly from the provider.

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. Complaints information shared with the whole Governing Body will not normally name individuals. 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, any underlying issues that are identified will be addressed. The monitoring and review of complaints by the school and the Governing Body is seen as a useful tool in evaluating a school’s performance.

The role of the Local Authority or Diocese in school complaints is prescribed by legislation. Local Management of Schools made schools self-managing and therefore responsible for administering procedures that deal with complaints made against them.

Please click here to view our complaints policy