The Procedure in Operation consultation with the Chair of Governors, to be an Headteacher and/or Chair of Governors. In
appropriate area for discussion at Governing circumstances when the local Education Officer
Stage One: Informal Complaints Body level, in order to resolve the complaint. has been extensively involved at an earlier stage,
the Director of Education, Libraries and Heritage
Parents/carers and others should raise complaints Stage Two: Formal Complaints will be asked to arrange for an Education Officer
or concerns with the child`s Class Teacher. from another area to advise the Chair of
Formal complaints should be made in writing and Governors in order to ensure an independent
If a parent believes that the complaint or concern will normally be investigated by the Headteacher approach.
is more serious or sensitive they should talk to the in the first instance. If the complaint directly
Deputy Head or the Headteacher, who will concerns the Headteacher, however, complainants The complainant will receive a written response
investigate, and then report back in writing or, should contact the Chair of Governors, who will to his/her complaint. In normal circumstances a
more usually at this informal stage, through an consult the Education Officer (Schools). meeting will also be arranged.
interview with the complainant.
Any other governors in receipt of complaints will In some cases, a complaint may lead to
Although parents are encouraged to raise their refer them immediately to the Headteacher or the disciplinary action against an individual for
concerns/complaints with other school staff we Chair of Governors, as appropriate, and without which there are separate procedures. If this is the
recognise that parents may, on occasion, bring becoming further involved in any way case the complainant will be informed that a
their complaint to the attention of the LEA, by themselves. complaint will be pursued through disciplinary
telephoning, or writing to the Director of action. Under the Governing Body`s disciplinary
Education, Libraries and Heritage or Local If the complainant is dissatisfied with the procedures, the outcome of these procedures is
Education Officer. In such cases, school staff Headteacher`s response, they should contact the confidential.
will work with the Education Officer in order to Chair of Governors, or the Education Officer
resolve the problem through explanation and/or (Schools), who will consult with each other over Stage Three - Appeal
contact/discussion with the parents and the how the complaint should be further pursued.
school. If the complainant remains dissatisfied after Stage
The Chair of Governors will determine a method Two investigation, complainants may appeal to
Every effort will always be made to resolve the of further investigation and of formal response to the Grievance Panel/Hearings Committee of the
problem at this informal stage. Complainants the complainant. The Educatgion Officer Governing Body for a final resolution of their
who remain dissatisfied at this stage will be (Schools) will be available to advise the Chair of complaint.
informed that they have the opportunity to make a Governors over the investigation and response.
formal complaint. Under this complaints procedure there is no
If written complaints are received by the LEA, provision for further appeal beyond a
In some cases, matters affecting general school the Education Officer (Schools) will investigate consideration by the Grievance Panel/Hearings
policy may be judged by the Headteacher, in the complaint in consultation with the Committee.