Concerns can normally be dealt with on an informal basis.
If parents have a concern, they should:
- Raise the concern verbally with the member of staff or, if more appropriate, the Subject Leader or Line Manager as soon as possible
- Allow Fakenham Academy sufficient time to investigate and respond
When does the concern become a complaint?
- When there is serious concern that cannot be resolved in an informal way
- When a concern is strong enough to require the use of formal procedure eg. the health & safety of students are perceived to be at risk
If a concern becomes a complaint, then at this stage it becomes formal.
Complaints in the following areas have separate procedures:
- Admission to Fakenham Academy
- Exclusion of students from Fakenham Academy
- Statutory assessment of Special Educational Needs
- Complaints about the curriculum, including religious education and collective worship
- The complaints procedure works sequentially
- The views of everyone concerned should be both heard and valued
- Confidentiality applies to all complaints
- Full, confidential written records will be kept at all stages of the complaints procedure
- Brief, summary details of all formal complaints will be kept in the Complaints Log by the PA to the Principal; this will indicate whether they were resolved at the preliminary stage or whether they proceeded to a panel hearing.
- The needs and interests of the whole Fakenham Academy community needs to be considered alongside those of individual students
- Fakenham Academy staff will keep to the timescales outlined
Further information is in the Complaints Policy on the Policies page