Raglan Infant School

Complaints Policy

Stage One — Formal Complaint to the Head Teacher

Complainant asked to put complaint in writing if not already done so, (but is not obliged to do so). Offer help if needed to compose and record the complaint.

pencils Acknowledge receipt of complaint within 10 school days, explaining what will happen next and indicating the timescale for a fuller response.

Discuss complainant’s desired outcome and possibilities of redress.

Appoint investigator (Optional).

Undertake investigation, record findings.

Report to complainant with explanation or redress within 15 school days of acknowledgement of letter, in a genuine attempt to resolve the complaint and if possible to the satisfaction of the complainant.

Complainant, if not satisfied, can decide to move to stage 2.

Monitor and record the process in each case.

Stage Two — Formal Complaint to the Governing Body

Complaints Panel

Acknowledge complaint and set up panel meeting within 10 school days of receipt of complaint ensuring that the governors on the panel have not been involved in the matter at an earlier stage.

paperclips Invite documentation beforehand from both the Headteacher and the complainant.

Invite both parties, in turn, to explain their case.

Discuss complainant’s desired outcome and possibilities of redress

Attempt to resolve complaint if possible to the satisfaction of the complainant.

Panel reports their decision, within 15 school days of receipt of complaint, including explanation recommendations, redress measures if appropriate, and rationale for decision.

Complainant can decide to refer to stage 3 if still dissatisfied with outcome of process.

Provide complainant with written information on how to proceed to stage 3.