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Complaints Procedure

 

 

1. Purpose

 

This procedure outlines how pupils, parents/carers, staff and professionals can raise concerns or complaints about any aspect of our provision. It ensures complaints are handled fairly, promptly and transparently.

 

2. Principles

 

 

  • Complaints are taken seriously and responded to without delay.

  • All parties are treated with respect and impartiality.

  • Complaints are investigated thoroughly and outcomes are clearly communicated.

  • No individual will be disadvantaged for raising a complaint.

  • Safeguarding concerns are handled under safeguarding procedures, not this process.

 

 

3. Scope

 

This procedure applies to complaints about:

 

  • Quality of provision

  • Conduct of staff or tutors

  • Communication and administration

  • Policies, decisions or processes

  • Health and safety issues

  • Any aspect of a pupil’s experience

 

It does not apply to:

 

  • Safeguarding allegations against staff (handled via the DSL/LADO)

  • Appeals relating to admissions (covered separately)

 

 

4. Informal Resolution

 

Where possible, concerns should be raised informally with the relevant tutor or staff member.

They will attempt to resolve the issue promptly through discussion and clarification.

If the complainant is not satisfied, they may proceed to a formal complaint.

 

5. Stage 1 – Formal Complaint to Management

 

 

  • Complaints should be submitted in writing (email or form).

  • The complaint should outline the issue, relevant details and desired outcome.

  • A manager will acknowledge receipt within 5 working days.

  • An investigation will be carried out, which may include:

     

    • Reviewing records

    • Speaking to staff involved

    • Meeting with the complainant

     

  • A written response will be provided within 15 working days where possible.

  • The response will outline findings, decisions and any actions to be taken.

 

 

6. Stage 2 – Review by Director

 

If the complainant remains dissatisfied:

 

  • They may request escalation to the Director.

  • The Director will review all documentation, investigate further if necessary, and may meet with the complainant.

  • A final written decision will be issued within 20 working days.

  • This decision is the organisation’s final internal stage.

 

 

7. External Resolution

 

If the issue relates to a commissioned placement:

 

  • The complainant may raise the matter with the Local Authority, school or commissioning body.

  • Commissioning bodies may conduct their own review or investigation.

 

For issues involving statutory rights, individuals may also contact:

 

  • The Local Government Ombudsman

  • Regulatory or safeguarding authorities (depending on the nature of the complaint)

 

 

8. Representation and Support

 

Complainants may bring a representative, advocate or supporting professional to any meeting.

Pupils may be supported by a parent, carer or trusted adult.

 

9. Recording and Monitoring

 

 

  • All formal complaints are recorded and stored securely.

  • Records include nature of complaint, actions taken, outcomes and timescales.

  • Senior leadership reviews complaint patterns to improve practice.

 

 

10. Confidentiality

 

All complaint information is handled confidentially and shared only with those who need to know.

Personal information is processed in accordance with data protection legislation.

 

11. Review

 

This procedure is reviewed annually or sooner if regulatory guidance changes.