Introduction

At Kisharon Schoolthe staffteamworkhardtoprovide thebesteducation possiblefor allofitspupils in anopen andtransparentenvironmentand tobuild positiverelationships withparents/carersand families.Childrenlearnbestwhentheyarehappy andwhenparentsand theschoolworktogetherto supporttheir development andlearning. Despitethe bestintentions,problemsmaysometimesarise.Theseareoftenthe resultofmisunderstandingswhichcan bequicklyaddressed.Itis vital thatyousharewithus any concernsas soon aspossiblesothatmisunderstandingscan beironedout, issuescan beaddressed andtheproblemresolved asquicklyandeffectively aspossible.Thevastmajority of concernscan beresolvedbyspeakingwithyourchild's classteacher.

Wedorecognise,however, that theremaybe rareand usuallyfarmoreserioussituations whenaparentorcarermaybeunhappywith the waythe schoolhasdealtwith a problem.Whenthispoint is reachedand all otheravenueshavebeenexploredthismaybecomea formalcomplaint.There is aclearprocedureforparents/carersandstaff/governorstofollowwhich is setoutbelow.

Whereconcerns areraisedthe schoolintendsforthesetobedealtwith:-

  • Fairly
  • Openly
  • Promptly
  • Withoutprejudice

Inordertodoso the KisharonSchoolGoverningBodyhasapprovedtheComplaintsProcedurewhichexplainswhatyoushould doifyou haveanyconcernsabout theschool.Allmembers ofstaffwill befamiliarwiththeprocedureandwillbeabletoassistyou.

GeneralPrinciples

  • Thevastmajorityof complaintsare resolvedbyinformalcontact.
  • Thisprocedure is intended toallowyou toraise aconcern orcomplaintrelating totheschool,ortheservicesthat it provides.
  • Toallowfora properinvestigation,concerns should bebroughtto theattentionof theschoolas soonaspossible. In general, any matterraisedmore than3 monthsaftertheeventwillnotbeconsideredunlessthere areexceptionalcircumstances.
  • Anyanonymouslysubmitted concernswillnotbeinvestigated underthisprocedure,unlessthereareexceptionalcircumstances.

Complaintsnotinthescopeofthis procedure

Sometimes,whenconcernsare morespecific,therearealternativeandmoreappropriatepoliciesfordealingwiththem.Thefollowinglistdetailsspecifictopicsof complaints,and thecorrectpolicytoreferto. Youcan accessthesepoliciesontheschoolwebsiteor askfora copyfrom theschooloffice.

  • Admissionstoschool–pleaseseetheschooladmissionspolicy
  • Statutoryassessmentsof Special EducationalNeeds (SEN)
  • Schoolreorganisationproposals
  • Matterslikelyto requireaChild Protection Investigation
  • Exclusionofchildren fromschool–pleaseseetheschool’sexclusionpolicy
  • Anonymouscomplaints –pleasereferto theschool’swhistleblowing policy
  • Staffgrievances anddisciplinaryprocedures –thesemattersareaddressedwithinthe school’sinternalstaffing procedures
  • Complaintsaboutservicesprovidedby otherproviderswho useschoolpremisesor facilities.Complainantsshouldcontactthe providerdirectly
  • SubjectAccessRequestsand Freedom of Information requests–pleaseseetheschool’sDataProtection andFreedom of Informationpolicy

TheProcess–Guidanceforparents/carers

Raisingconcerns / Informalandimmediateaddressing ofthe issuesby therelevantmemberofstaff
Where dissatisfiedwithoutcomes,progresstostage1
ComplaintStage 1 / Informalinvestigation by member of SLT
Where dissatisfiedwithoutcomes,progresstostage2 / 20schoolworking daystotal
ComplaintStage 2 / Formalinvestigation byHeadteacher
Where dissatisfiedwithoutcomesprogresstostage3 / 30schoolworking daystotal
Stage 3Appeal / Formalappealtoapanelofgovernors
This is thefinalstageof theschool’scomplaintsprocedure / 30schoolworking daystotal

Raisingconcerns

Our experienceshowsthatnearly allconcernsor worries can beaddressedinformallywithoutresorting toany oftheaforementionedcomplaintstages.

Whereyou have a concernaboutanyaspectof theschooloryourchild’seducation orwellbeing atschool,raise thiswith yourchild’steacherin person.They may be abletoaddressyourconcerns onthespotand will arrangeameeting with youtodiscuss theissue.Duringyourmeetingyou should agree a timescale forwhentheproblem can realisticallyberesolved.Thismayrequire afurthermeeting todiscussprogress.

Allconcerns aredealt withconfidentially,although thestaffmembermayneedtotakenotes if theyfeelthat themattermayneedto betakenfurtherormayariseagainin the future.Anysuch noteswillbekept in accordancewith theprinciplesof theDataProtection Act1998.Howeversuch noteswould beusedasevidenceiffurther investigation wasrequired, orif theconcernbecame aformalcomplaint.

Stage1–InformalInvestigationbymember of the SLT

If as a resultof raising aconcernyou stillfeelthattheissuehasnotbeenaddressed, orwhereyou feelthe issuerequires furtherinvestigation,you should progressto an informalcomplaint.Thefollowingstepsshouldbefollowed:

1Contacta member of the SLT

Using the Complaintsform(Appendix A), explainin writing:

  • Anoverviewofthe complaintso far
  • Who hasbeen involved
  • Why thecomplaintremainsunresolved
  • Theactionyouwould liketobetakentoputthingsright

2Youwill receive a response in writingwithin 5 working days of the SLT having receivedthewritten complaint. Itwill explainwhat actionwill be taken.

3Itmaybe decidedtohave ameetingwithyou ifit is consideredappropriatefortheinvestigation.

4Wherethe complaint isabout astaffmemberaninformalmediation meetingbetween thepartiesmay be arranged tosee if a resolution can befound.

5Writtenconfirmationoftheoutcomeofhisinvestigation will be printed within 15schoolworking days.Ifyou arenotsatisfiedwith the outcomeyou mayprogress to stage2ofthe complaintsprocessandlaunch a formalwrittencomplaint.

6Arecord oftheconcernswill be made and theoutcomesof thediscussion,whichwill beheld for12months in linewiththeprinciples oftheDataProtection Act.

Stage2-FormalInvestigationbyHeadteacher

If the problem has not been resolved at Stage 1:

1Youmay submita formalComplaintform to theHeadteacher(seeAppendix A)

2TheHeadteacherwill respond in writing,within10schoolworking daysof receipt, to acknowledgereceiptof thecomplaintandexplain whatactionwill betaken, including cleartimeframes.

3A logof all correspondencein relation tothecomplaint will bekept in accordancewithDataProtectionPrinciples.

4TheHeadteacher willconsider all relevantevidence;thismayincludebutisnotlimitedto:

  • A statement fromyou
  • Where relevant astatementfromanindividualwhoisthe subjectof thecomplaintand anywitnesses
  • Anypreviouscorrespondenceregarding thecomplaint
  • Anysupporting documentsin eithercase
  • Aninterviewwith anyonerelatedtothe complaint

5TheHeadteachermaydecide to have ameeting withyou, andwhererelevant thesubjectofanycomplaint,if sheconsidersitappropriatefortheinvestigation.

6Afterconsidering theavailableevidencethe Headteachercan:

  • Uphold thecomplaintanddirectthatcertain action betakentoresolveit
  • Reject thecomplaintandprovideyou withdetails ofthestage3appealsprocess
  • Uphold thecomplaint in part,i.e.mayfind someaspectsof thecomplainttobevalidbut not all.Shemaydirectforcertainactionto betakentoresolvethe aspect wherethecomplaint isupheld.

7TheHeadteacher will informyouof herdecision inwriting, within20schoolworking days of heracknowledgementofreceiptofthe complaint.Shewill explain clearlywhyshehascometoherdecision. Shewill detailanyactionsas aresultof thecomplaintandwill explain howto progress to stage3ifyou arenotsatisfied.

Stage3-Appeal.ReviewbyapaneloftheGoverningBody

If youwish toappealthedecisionoftheHead Teacher at stage 2,or arenotsatisfied withthe actiontakeninrelationtothe complaintyou havethe righttoappealthisdecision.

Youmust writetotheClerk (seecontactdetailsat the endofthe procedure)as soonas possibleafterreceiving noticeof the Headteacher’sdecision,outlining thecontentof thecomplaintand requestingthat an appealspanelisconvened.TheChairof Governorshassolediscretiontoagreeto thisformofmeeting wheretheyfeelitwould behelpful in resolving thecomplaint.

Thepurposeofthisarrangement isto giveyourcomplaint a hearing in frontof apanel of governorswhoif at allpossiblehavenopriorknowledgeof thedetailsof thecomplaintandwhocan,therefore,consideritwithoutprejudice.

Theaim of a complaintsreviewpanel isto resolvethecomplaintandto achievereconciliation betweentheschooland theparent/carer.Werecognise,however, that it maysometimesonlybepossibletoestablishfactsandmakerecommendationswhichwillreassureyou thatwehavetakenyourcomplaintseriously.

TheClerk willfulfil theroleoforganising thetimeanddateof theappealhearing,invitingall theattendees,collatingthe relevantdocumentation anddistributing this 5days in advanceofthemeeting,recording theproceedings in theformofminutes,andcirculating theseandtheoutcomeofthemeeting.

Youmustrequestan appealwithin 4 weeks(notincluding schoolholidays)of receivingtheHeadteacher’sdecisionor itwill notbeconsidered,exceptin exceptionalcircumstances.Onreceiptof thiswrittennotification thefollowingstepswill befollowed:

1TheClerkwillwriteto youwithin5 schoolworking daystoconfirmreceiptoftheappealrequestand detailfurther action tobetaken

2TheClerkwillconvenea panel ofthreegovernors.To the extentpossible, allthreepanelmemberswillhavenopriorknowledgeofthecontent ofthecomplaint.

3Theappealhearing willtakeplacewithin20schoolworking days ofreceiptof theletterfromtheClerkconfirming theappeal.

4In addition tothepanel,the followingparties will beinvitedwhereapplicable

  • Youascomplainant
  • Theperson whodealtwiththe complaintatstage2, usuallytheHeadteacher
  • Wherethe complaintregards a memberof staff,thestaffmemberwho isthesubjectof thecomplaint.

You areableto bring a companion withyoutothehearing if youwish.Wherethesubjectofthecomplaintisa memberofstaff,thatstaffmemberis alsoabletobringa companionwiththem.

Thecompanion willbe a friend orcolleague. Neitherpartyisabletobring legalrepresentation.

5If the attendanceofanypupilis required ata hearing, parentalpermission willbe sought.Extracaremustbetaken to considerthevulnerabilityof childrenwheretheyarepresent atan appealhearing.

6Wherethe complaint isabout a Governor,youmayrequestthat theappeal isheard byanentirelyindependent panel.This isat the solediscretionoftheGoverning Body whowillnotifytheClerkoftheirdecision.Where an entirelyindependent panel is required,timescalesmaybeaffectedwhilethe schoolsourcesappropriateindividualsforthe hearing.

7Thepanelcan makethe followingdecisions:

  • Dismissthecomplaintin wholeor in part
  • Uphold thecomplaint inwholeor in part
  • Decideonthe appropriateactionto betakento resolve thecomplaint
  • Recommendchangesto the school’ssystemsor procedures toensurethatproblemsofa similarnaturedo notrecur

8Allthose whoattendedthemeeting willbeinformedin writing oftheoutcomeoftheappealwithin5 schoolworking days.

This is thelaststageatwhichtheschool willconsiderthe complaint.Ifyouremain dissatisfied andwish totakethematterfurther,pleaseseethe contactdetailsatthe end of thisdocument.Theschoolwillnotconsiderthecomplaintbeyondthispoint.

ClosureofComplaints

Wewill do all we cantohelptoresolve a complaintagainsttheschoolbutsometimesitissimplynotpossibleto meetthe complainant’swishes.Sometimesitissimply a caseof“agreeing todisagree”.

Ifa complainantpersistsinmaking representationstotheschool–totheHeadteacher,Chair of Governors, the Clerkoranyoneelse-thiscanbeextremelytime-consumingandcandetractfromourresponsibilitytolookaftertheinterestsofallthechildreninourcare.Forthisreason,weareentitledtoclosecorrespondence(includingpersonalapproaches,aswellaslettersandtelephonecalls)onacomplaintwherewefeelthatwehavetakenallreasonableactiontoresolvethe complaint.

Closuremayoccurbeforeacomplainthasreachedstage3oftheproceduresdescribedinthisdocument.Thisisbecauseacomplaintspaneltakesconsiderabletimeandefforttosetupandwemustbeconfidentthatitislikelytoassisttheprocessofinvestigatingthecomplaint.TheChairofGovernors maydecide,therefore,intheirsolediscretionthat everyreasonableaction hasbeenundertakentoresolvethe complaintand that a complaintsreviewpanel wouldnot helpto movethingsforward.

ComplaintsabouttheHeadteacheroraGovernor

Where acomplaintis about theHeadteacher,you should firstdirectlyapproach theHeadteacherinan attempttoresolvethe issueinformally. If you arenotsatisfiedwith theoutcomeofthisapproachyoushouldnotifytheClerktothe Governors(seecontactdetailslater).Thestage2processwill begin,butwith the ChairofGovernors astheindividualresponsiblefortheinvestigation ratherthan theHeadteacher.

Where acomplaintregardsa governorthesameprocessapplies asfortheHeadteacher.Wherea complaint isabout theChairof Governors,you shouldcontacttheClerkto the Governors.Informalresolution willbesought,butwherethisfailsthe complaintsprocedure atstage3 will takeimmediateeffect. The ViceChairorat theirsolediscretion an independentinvestigatorwillmediateanyproceedings.

Safeguarding

Wherever acomplaintindicatesthat achild’swellbeing or safetyis atrisk,theschoolis under aduty to reportthisimmediatelyto the localauthority.Anyaction takenwill be in accordancewith theschool’ssafeguarding policy,availableontheschool’swebsite.

Socialmedia

Inorder forcomplaintstoberesolved as quickly andfairly aspossible,KisharonSchoolrequeststhatyoudonotdiscusscomplaintspublicallyor viasocialmediasuch asFacebookandTwitter.Complaintswillbedealt withconfidentiallyforthoseinvolved, andweexpectcomplainantsto observeconfidentialityalso.

Complaintsthatresultinstaffcapabilityordisciplinaryaction

If at anyformalstageofthe complaintit is determined thatstaffdisciplinaryorcapabilityproceeding arenecessary inordertoresolve theissue,thedetailsofthisactionwillremainconfidential totheHeadteacherand/ortheindividual’slinemanager.You areentitledtobeinformedthataction isbeing taken,butyouare notentitled toparticipate inthe proceedings or receiveanyinformation about them.

Contactdetailsforexternalorganisationsifyouarenotsatisfiedwiththecomplaintsprocedureinfull

  • If you haveany queriesregarding any aspectof thecomplaintsprocedure,please direct thesetotheClerktothe Governorsbyemailto
  • If you feelthatthe governing bodyacted ‘unreasonably;inthe handling ofyourcomplaintyou cancomplaintotheDepartment ofEducation afterthe school’scomplaintsprocedurehas beenexhausted.Pleasenotethat unreasonable isusedina legalsenseandmeansactingin a waythat noreasonableschool orauthoritywould act inthesamecircumstances.
  • Ofstedwill alsoconsidercomplaintsaboutschools

AppendixAKisharon–Complaintsform

Name
Nameof pupil,class andyourrelationship tothem (whereapplicable)
Contactaddress
Contacttelephone - day
Contacttelephone -mobile
Detailsofthecomplaint
Actiontakenso far(including staffmemberwhohasdealtwith itsofar)
Thereasonthis wasnot a satisfactoryresolution foryou
What actionyouwould liketobetaken toresolve theproblem
Signed
Date

APPENDIXBPolicyforUnreasonableComplainants

KisharonSchoolis committedtodealingwith all complaintsfairlyand impartially, andtoprovidea highqualityservicetothose whocomplain.We will notnormallylimit thecontactthatcomplainantshave withtheschool.Howeverwedonotexpectour stafftotolerateunacceptablebehaviourand willtakeactionto protectstafffromthatbehaviour,including that whichisabusive,offensiveorthreatening.

Kisharon definesunreasonablecomplainantsas‘thosewho,becauseofthe frequencyornatureoftheircontactswith theschool,hinderour considerationof theirorotherpeople’scomplaints’.

A complaintmayberegarded as unreasonablewhen theperson making thecomplaint:-

  • refuses to articulateor specifythegroundsof acomplaint ortheoutcomessought,despiteoffersofassistance
  • refuses to cooperatewith thecomplaintsinvestigation processwhilestillwishing theircomplainttoberesolved
  • refusesto accept thatcertain issuesarenotwithin thescope ofthecomplaintsprocedure
  • insists onthecomplaintbeing dealtwith in waysthatare incompatiblewith the complains policy and procedureor good practice
  • introducestrivialorirrelevantinformation whichthecomplainantexpectstobetaken intoaccountandcommentedon,or raiseslargenumbersofdetailedbutunimportantquestions,and insiststheyarefullyanswered,often immediately andto theirowntimescales
  • makesunjustifiedcomplaintsabout staffwhoaretrying todealwith theissues and seekstohavethemreplaced
  • changes the basis of thecomplaint astheinvestigationproceeds
  • repeatedlymakes thesamecomplaint(despitepreviousinvestigationsorresponsesconcluding thatthecomplaint is groundlessorhasbeenaddressed)
  • refusesto accept thefindings ofthe investigation into that complaintwheretheschool’scomplaintsprocedurehasbeenfullyand properlyimplemented including referraltotheDepartmentforEducation.
  • Seeks anunrealisticoutcome
  • Makesexcessivedemandson schooltimebyfrequent,lengthy,complicated andstressfulcontactwith staffregarding thecomplaint inperson, inwriting,by emailand bytelephonewhile thecomplaintis being dealtwith.

A complaintmayalsobe considered unreasonable iftheperson making thecomplaint doessoeitherfacetoface,bytelephone, inwriting orelectronically:-

  • maliciously
  • aggressively
  • using threats,intimidationorviolence
  • using abusive,offensiveordiscriminatorylanguage
  • knowingittobefalse
  • using falsifiedinformation
  • publishing unacceptableinformationin avarietyofmediasuch as socialmedia,websitesand newspapers

Complainantsshouldlimitthenumbersofcommunicationswith aschoolwhile acomplaint is beingprogressed. It isnot helpful if repeatedcorrespondence is sent (byletter,phone,emailor text) asit could delaytheoutcomebeingreached.

Whereverpossible,the HeadteacherorChairof Governorswill discussanyconcernswith thecomplainantinformallybeforeapplying an ‘unreasonable’marking.

If the behaviourcontinuestheHeadteacherwillwritetothecomplainantexplaining that their behaviour isunreasonable andasking them to change it.ForcomplainantswhoexcessivelycontactKisharonSchoolcausing a significantlevelofdisruption,wemayspecify methodsof communication andlimitthenumber ofcontactsina communication plan.This will usuallybereviewed after6months.

In responsetoanyseriousincident ofaggression orviolence,theconcerns andactionstakenwillbeput inwritingimmediately andthe policeinformed.Thismayincludebanning an individualfromKisharonSchool.