Complaints
Sometimes things go wrong and we are very keen to put them right as soon as possible however if you need to make a complaint this is a shortened version of our full policy.
The difference between a concern and a complaint
A concern may be defined as ‘an expression of worry or doubt over an issue considered to be important for which reassurances are sought’.
A complaint may be defined as ‘an expression of dissatisfaction however made, about actions taken or a lack of action’.
How to raise a concern or make a complaint
A concern can be raised in person, in writing or by telephone. They may also be made by a third party acting on behalf of a complainant, as long as they have appropriate consent to do so.
Complaints should be made in writing.
Complaints against school staff (except the Headteacher) should be made in the first instance, to The Headteacher via the school office. Please mark them as Private and Confidential.
Time scales
You must raise the complaint within three months of the incident or, where a series of associated incidents have occurred, within three months of the last of these incidents. We will consider complaints made outside of this time frame if exceptional circumstances apply.
Stage 1 – Informal complaints
It is to be hoped that most concerns can be expressed and resolved on an informal basis.
Concerns should be raised with either the class teacher, tutor, year head / or subject head
Complainants should not approach individual Trustees or Members of the Trust to raise concerns or complaints. They have no power to act on an individual basis and it may also prevent them from considering complaints at Stage 3 of the procedure.
At the conclusion of their investigation, the appropriate person investigating the complaint will provide an informal written response within 15 school days of the date of receipt of the complaint.
If the issue remains unresolved, the next step is to make a formal complaint.
Stage 2 – Formal complaints
Formal complaints must be made to the Headteacher (unless they are about the Headteacher), via the school office office@fakenhamacademy.org . This should be made in writing (preferably on the Complaint Form).
Complaints about the Headteacher must be made to the Clerk, via the school office.
Stage 3 – Panel Hearing
If the complainant is dissatisfied with the outcome at Stage 2 and wishes to take the matter further,they can escalate the complaint to Stage 3 – a panel hearing consisting of at least three people who were not directly involved in the matters detailed in the complaint with one panel member who is independent of the management and running of the school. This is the final stage of the complaints procedure.
A request to escalate to Stage 3 must be made to the Clerk, via the school office, within 15 school days of receipt of the Stage 2 response.
Complaints escalated to / about the Trust, CEO or Trustee
If a complaint is escalated to the Trust, e.g. concerning a Headteacher, or if a complainant wishes to complain directly about the Trust or Trust Central team employee, then the complaint should be sent to the CEO to be investigated, at ea@setrust.co.uk.
