Complaints Procedure

All schools in Norfolk want their pupils to be healthy, happy and safe, and to achieve. They recognise that parents, guardians or carers play an important part in making this happen. Cooperation between parents, staff and governors leads to a shared sense of purpose and a good atmosphere in the school.

Each level of the procedure set out below offers the opportunity for concerns and complaints to be resolved as quickly as possible.

To see our full procedure,
please find a copy of our
Complaints Policy here

Principles for investigation

When investigating a complaint, we will try to clarify:

  • What has happened
  • Who was involved
  • What the complainant feels would put things right

 

Time scales

The complainant must raise the complaint within 3 months of the incident. If the complaint is about a series of related incidents, they must raise the complaint within 3 months of the last incident.

We will consider exceptions to this time frame in circumstances where there were valid reasons for not making a complaint at that time and the complaint can still be investigated in a fair manner for all involved.

When complaints are made out of term time, we will consider them to have been received on the first federation day after the holiday period.

If at any point we cannot meet the time scales we have set out in this policy, we will:

  • Set new time limits with the complainant
  • Send the complainant details of the new deadline and explain the delay

 

Complaints about our fulfilment of early years requirements

We will investigate all written complaints relating to the federation’s fulfilment of the Early Years Foundation Stage requirements and notify the complainant of the outcome within 28 days of receiving the complaint. The federation will keep a record of the complaint (see section 10) and make this available to Ofsted on request.

Parents and carers can notify Ofsted if they believe that the federation is not meeting Early Years Foundation Stage requirements, by calling 0300 123 4666, or by emailing enquiries@ofsted.gov.uk. An online contact form is also available at https://www.gov.uk/government/organisations/ofsted#org-contacts. 

We will notify parents and carers if we become aware that the federation is to be inspected by Ofsted. We will also supply a copy of the inspection report to parents and carers of children attending the setting on a regular basis.

Stages of Complaint

(not complaints against the executive headteacher or governors)

Informal Stage

The federation will take informal concerns seriously and make every effort to resolve the matter quickly. It may be the case that the provision or clarification of information will resolve the issue.

The complainant should raise the complaint as soon as possible with the relevant member of staff or the head of school as appropriate, either in person or by letter, telephone or email. If the complainant is unclear who to contact or how to contact them, they should contact the federation office via email: office@caisterprimaryfederation.org.

The federation will acknowledge informal complaints within 10 school days, and investigate and provide a response within 20 school days.

The informal stage will involve a meeting between the complainant and the head of school, as appropriate.

If the complaint is not resolved informally, it will be escalated to a formal complaint.

 

Formal Stage 1

Formal complaints can be raised:

  • By letter or email
  • Over the phone
  • In person
  • By a third party acting on behalf of the complainant

The complainant should provide details such as relevant dates, times, and the names of witnesses of events, alongside copies of any relevant documents, and what they feel would resolve the complaint.

If complainants need assistance raising a formal complaint, they can contact the federation office via email: office@caisterprimaryfederation.org.

The head of school will record the date the complaint is received and will acknowledge receipt of the complaint in writing (either by letter or email) within 10 school days.

The head of school (or designated member of the senior leadership team) will call a meeting to clarify concerns and seek a resolution. The executive headteacher will be invited to this meeting. The complainant may be accompanied to this meeting and should inform the school of the identity of their companion in advance.

In certain circumstances, the school may need to refuse a request for a particular individual to attend any such meeting – for example, if there is a conflict of interest. If this is the case, the school will notify the complainant as soon as they are aware, so that the complainant has the opportunity to arrange alternative accompaniment.

The executive headteacher (or other person appointed by the executive headteacher for this purpose) will then conduct their own investigation. The written conclusion of this investigation will be sent to the complainant within 20 school days.

If the complainant wishes to proceed to the next stage of the procedure, they should inform the clerk to the governing board within 10 school days.

How to escalate a complaint

Complaints can be escalated by contacting the clerk to the governing board:

The clerk will need the details of the complaint as set out above, as well as details from the complainant on how they feel the previous stage of the procedure has not addressed their complaint sufficiently, and what they feel would resolve the complaint.

The written conclusion of this investigation will be sent to the complainant within 20 school days.

If the complainant wishes to proceed to the next stage of the procedure, they should inform the clerk to the governing board in writing within 10 school days. Requests received outside of this time frame will be considered in exceptional circumstances.

The clerk will acknowledge receipt of the request within 10 school days.

 

Formal Stage 2: Submit the Complaint to the Review Panel

Convening the panel

The review panel consists of the first 3 members of the governing board available, who don’t have direct knowledge of the complaint. These individuals will have access to the existing record of the complaint’s progress (see section 10). The governors will select a panel chair from among themselves.

If not enough impartial governors are available, we will seek panel members from other schools or the local authority. We will make sure the governors we source are suitably skilled and can demonstrate that they are independent and impartial.

The complainant must have reasonable notice of the date of the review panel. The clerk will aim to find a date within 10 school days of the request, where possible.

If the complainant rejects the offer of 3 proposed dates without good reason, the clerk will set a date. The hearing will go ahead using written submissions from both parties.

Any written material will be circulated to all parties at least 5 school days before the date of the meeting.

At the meeting

The meeting will be held in private. Electronic recordings of meetings or conversations are not normally permitted unless a complainant’s own disability or special needs require it. Prior knowledge and consent of all parties attending will be sought before meetings or conversations take place. Consent will be recorded in any minutes taken.

At the review panel meeting, the complainant and representatives from the school, as appropriate, will be present. Each will have an opportunity to set out written or oral submissions prior to the meeting.

The complainant must be allowed to attend the panel hearing and be accompanied by a suitable companion if they wish. We don’t encourage either party to bring legal representation but will consider it on a case-by-case basis. For instance, if a federation employee is called as a witness in a complaint meeting, they may wish to be supported by their union.

Representatives from the media are not permitted to attend.

At the meeting, each individual will have the opportunity to give statements and present their evidence, and witnesses will be called as appropriate to present their evidence.

The panel, the complainant and the school representative will be given the chance to ask and reply to questions. Once the complainant and school representatives have completed presenting their cases, they will be asked to leave and evidence will then be considered.

The panel will then put together its findings and recommendations from the case. The panel will also provide copies of the minutes of the hearing and the findings and recommendations to the complainant and, where relevant, the subject of the complaint, and make a copy of the findings and recommendations available for inspection by the head of school and executive headteacher.

The outcome

The committee can:

  • Uphold the complaint, in whole or in part
  • Dismiss the complaint, in whole or in part

If the complaint is upheld, the committee will:

  • Decide the appropriate action to resolve the complaint
  • Where appropriate, recommend changes to the federation’s systems or procedures to prevent similar issues in the future

The federation will inform those involved of the decision in writing within 10 school days.

Complaints against the executive headteacher, a governor or the governing board

Informal Stage

Complaints made against the executive headteacher or any member of the governing board should be directed to the clerk to the governing board in the first instance.

If the complaint is about the executive headteacher or one member of the governing board (including the chair or vice-chair), a suitably skilled and impartial governor will carry out the steps at stage 1 (set out in section 6 above).

 

Formal Stage 1

If the complaint is:

  • Jointly about the chair and vice-chair or
  • The entire governing board or
  • The majority of the governing board

An independent investigator will carry out the steps in stage 2 (set out in section 6 above). They will be appointed by the governing board and will write a formal response at the end of their investigation.

 

Formal Stage 2: Review Panel

If the complaint is:

  • Jointly about the chair and vice-chair or
  • The entire governing board or
  • The majority of the governing board

A committee of independent governors will hear the complaint. They will be sourced from local federations, the local authority and will carry out the steps at stage 3 (set out in section 6 above).

To see our full procedure,
please find a copy of our
Complaints Policy here