Prospectus - Complaints Procedure

f anyone has problems with actions of staff or school procedures, it should be raised, in the first instance, with the class teacher, keyworker, or the staff member responsible for the area about which you are concerned.

We will make every effort to resolve the problem promptly at this informal stage. Most problems can be resolved at this point or through informal discussions with the Head of School or Heads of House or Residential programmes. If a complaint involves a Child Protection issue, the schools Child Protection procedures will be used.

If a complaint is not resolved at the informal stage and is not a Child Protection issue:-

1. Headteacher

You may wish to put your concerns in writing making clear that you wish this to be treated as a formal complaint. The Headteacher will investigate the complaint and provide a written response, usually within 10 working days. This period may in some circumstances be extended to allow a full investigation to be made. If you are not satisfied that the matter has been thoroughly investigated or the manor in which it was done was unsatisfactory, you may ask the Trustees to review the process. A request such as this must be made in writing to the Trustees within 15 working days of the date of the Headteacher's response and must include the areas of dissent regarding the process.

2. Trustees

Trustees may be contacted by letter via the school address and marked Confidential, the school will forward such mail unopened. The trustees will investigate the issues and in the main attempt to resolve them through discussion between the Head of School and yourselves. The Trustees will provide a written response, usually within one calendar month of the date of the complaint to them. If the issue is still not resolved and the process of review of the complaint by the Trustees is considered flawed, the complaint may be passed to Ofsted.

Ofsted

The inspectors can be contacted at:

Ofsted,
Freshford House,
Redcliffe Way,
Bristol,
BS1 6NL

Tel. 08456 404040

They will investigate any complaint and respond in a timely manner as set out in their Code of Practice.