Complaints procedure

Complaints Policy – Guidance for Parents

June 2011

1. WHAT IS A COMPLAINT?

A means for parents, pupils and staff to register views or dissatisfaction on what goes on in School, so that early warning of potential difficulties is received by the school.

2. TENDERING FOR CONTRACTS AND EQUIPMENT

To comply with the regulations under the School Standard and Framework Act 1998.

3. WHAT IS OUR POLICY?

North Somerset Local Authority has adopted a Complaints Policy which the Governing Body has adopted in full, see Appendix 1.

4. ARRANGEMENTS

Under Stage 1, first contact from Complaints will be the appropriate member of staff.

Under Stage 2, referral will be to the Complaints Officer, which will be the Headteacher. Then if necessary is followed by Stage 3 – Reconciliation Stage, and

Stage 4 – Review by Governing Body, and

Stage 5 – Subsequent reviews.

The General Complaint Procedure will apply, except in the following cases:

  • Complaints about the delivery of the National Curriculum or the provision of Collective Worship and Religious Education.
  • Parents who are not satisfied with the Local Authority’s decision about Special Needs may appeal to the Special Needs Tribunal.
  • Concerns about school admissions and exclusions have specific appeal rights
  • Allegations of child abuse
  • Financial impropriety
  • Complaints about contracted staff

See Annex A Statutory Complaints/Appeal Section of Appendix 1.

A register of all complaints will be held by the Headteacher under confidential cover, using Annex B of Appendix 1.

APPENDICES:

  1. North Somerset Education Authority Complaints Policy
  1. Baytree School Complaints Committee and Terms of Reference