Complaints
Portishead Primary School
Complaints Policy
Introduction
We believe that our school provides a good education for all our children, and that the headteacher and other staff work very hard to build positive relationships with all parents. However, the school is obliged to have procedures in place in case there are complaints by parents. The following policy sets out the procedure that the school follows in such cases.
This Policy is a statement of the principles, aims, objectives and procedures used to address complaints at Portishead Primary School.
It was developed in 2004 by the School Improvement Committee and will be reviewed every other year, or sooner if local/national guidelines change.
Principle Aims
This policy supports the school’s Vision and the following Principle Aims:-
1a) All are trusted, happy, and confident so as to achieve high self-esteem.
1b) All within the school community are positively and mutually valued and respected.
1c) Views, opinions and beliefs of others and their cultures are respected.
1d) Honesty and respect for truth is expected.
1f) Everyone is treated fairly and with equality.
1g) All are tolerant of, and sensitive to the needs of others, treating them, as they would themselves expect to be treated.
2a) There is effective and constructive communication between home and school.
2b) Parents/carers will be encouraged to take an active role in their child’s education.
3g) All resources (human, physical and financial) are organised and managed efficiently and effectively for the mutual benefit of children and staff.
Supporting Policies
This policy is supported by the following policies:-
Equal Opportunities Health & Safety Inclusion
Aims
Our school aims to be fair, open and honest when dealing with any complaint. We give careful consideration to all complaints and deal with them as swiftly as possible. We aim to resolve any complaint through dialogue and mutual understanding and, in all cases, we put the interests of the child above all other issues. We provide sufficient opportunity for any complaint to be fully discussed, and then resolved.
We deal with all complaints in accordance with procedures set out by the LA. If the school cannot resolve any complaint itself, those concerned can ask the LA to intervene.
The Complaints Process
The following outlines the complaints procedure in Portishead Primary School, from an initial informal issue with the classteacher to making a complaint to the Secretary of State for Education:-
1. If a parent is concerned about anything to do with the education that we are providing at our school, they should, in the first instance, discuss the matter with their child’s class teacher. Most matters of concern can be dealt with in this way. All teachers work very hard to ensure that each child is happy at school, and is making good progress; they always want to know if there is a problem, so that they can take action before the problem seriously affects the child’s progress.
2. Where a parent feels that a situation has not been resolved through contact with the class teacher, or that their concern is of a sufficiently serious nature, they should make an appointment to discuss it with
2.1. either the Deputy Headteacher if it relates to a curriculum matter, or
2.2. to the Headteacher for any other issues.
2.3. Both the Deputy Headteacher and the Headteacher consider any complaints very seriously and will investigate each case thoroughly.
2.4. The Deputy will also inform the Headteacher of any complaint and the remedial action taken. Depending on the outcomes the Headteacher will monitor the situation as appropriate and intervene directly necessary.
Most complaints are normally resolved by this stage.
3. Should a parent have a complaint about the headteacher, or an issue not resolved through 1. and 2. above, s/he should first make an informal approach to a member of the Governing Body, who is obliged to investigate it. The Governor will do all s/he can to resolve the issue through a dialogue with the school, but if a parent is unhappy with the outcome, s/he can make a formal complaint, as outlined below.
4. Should an initial complaint not be resolved by the means outlined above, a formal complaint should then be made to the governing body. This complaint must be made in writing, stating the nature of the complaint and how the school has handled it so far. The parent should send this written complaint to the Chair of Governors.
5. On receipt of an official complaint the governing body must
5.1. appoint a governor panel to consider it in full within three weeks.
5.2. arrange a meeting to discuss the complaint, giving the complainant at least three days’ notice of the meeting.
5.3. invite the complainant to attend, so that s/he can explain her complaint in more detail.
5.4. invite the relevant member of staff to attend, who has the right to be accompanied by an official representative their professional association.
6. After hearing all the evidence, the governors consider their decision and inform the parent about it in writing. The governors do all they can at this stage to resolve the complaint to the parent’s satisfaction.
7. If the complaint is not resolved, a parent may make representation to the LA. Further information about this process is available from the LA. A further meeting may then be chaired by an independent person, who considers all the evidence and makes a further judgement in an attempt to resolve the complaint.
8. If any parent is still not content that the complaint has been dealt with properly, then s/he is entitled to appeal to the Schools Ombudsman or the Secretary of State for Education.
Monitoring and Review
For sections 2, 3, 5 and 6, a log will be kept outlining the nature of the complaint; the issues raised; those involved; the action taken; and any follow-up/review action felt necessary.
The governors monitor the complaints procedure, in order to ensure that all complaints are handled properly. The Chair of Governors examines any logs on an annual basis, reporting to the FGB in broad terms.
Governors will take into account any local or national decisions that affect the complaints process, and make necessary modifications to this policy.
A summary of this policy is to be found the school prospectus and will be made available in full to any parent that requests it.
