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Summary of Complaints Procedure for Parents & Carers

Stage 1:

• Informal concerns Parent brings complaint to attention of member of staff. Issue to be resolved within 15 school days. Where no satisfactory solution has been found, parent to be advised that they should proceed to Stage 2.

Stage 2:

• Formal Written Complaint Parent to put complaint in writing using Complaint Form within 15 school days.

• Complaint to be acknowledged within 5 school days. (Optional)
• Meeting with parents within 10 school days. Response to the complaint sent within 15 school days.

Stage 3:

• Referral to Complaints Committee Parent to request hearing within 15 school days of receiving notice of the outcome of Stage 2.
• Request to be acknowledged within 5 school days.
• Hearing to take place within 20 school days of receipt of request.
• Notification of date, time and place of the hearing and details of the committee members present sent at least 5 school days before the hearing. Academy representative and parents to submit evidence in support of their case to Clerk at least 3 school days before the hearing. Complaints Committee decision sent not more than 5 school days after the hearing.

If you wish to make a complaint, you should do so in accordance with our  Trust Complaints Policy