Terrington Hall School

Policy for Complaints Procedure for Parents, Staff and Boarders

Terrington Hall School has long prided itself on the quality of teaching and pastoral care provided to its pupils. However, if Parents do have a complaint, it will be dealt with by the School in accordance with this procedure.

Stage 1 : Informal Resolution:

 It is hoped that most complaints and concerns will be resolved quickly and informally.

 If parents have a complaint, they should contact their son/daughter's form teacher. In many cases, the matter will be resolved straight away by this means to the parents' satisfaction. If the form teacher cannot resolve the matter alone, it may be necessary for him/her to consult the Head of the Junior School/Deputy Head as appropriate.

 Complaints made directly to the Head of the Junior School/Deputy Head or Headmaster will usually be referred to the relevant teacher, unless the ‘Line Manager' concerned deems it appropriate to deal with the matter personally. In this event the ‘Line Manager' will attempt to resolve the matter in five days or as soon as is practicable.

 The Form Teacher will make a written record of all concerns and complaints and the date on which they were received. Form teachers are advised to keep these written records for reference at a later date if required. Should the matter not be resolved within five days, or in the event that the form teacher and the parent fail to reach a satisfactory resolution, then parents will be advised to proceed with their complaint in accordance with Stage 2 of this procedure.

Stage 2 : Formal Resolution:

 If the complaint cannot be resolved on an informal basis, then the parents will be asked to put their complaint in writing to the Headmaster. He will decide, after considering the complaint, the appropriate action to take.

 In most cases, the Headmaster will speak to the parents concerned within forty-eight hours of receiving the complaint, to discuss the matter. If possible a resolution will be reached at this stage.

 It may be necessary for the Headmaster to carry out further investigations. These will be completed in seven days or as soon as is practicable.

 The Headmaster will keep written records of all meetings and interviews held in relation to the complaint.

 Once the Headmaster is satisfied, so far as is practicable, that all of the relevant facts have been established, a decision will be made and the parents will be informed of this decision in writing. The Headmaster will give reasons for his decision.

 The written decision will be issued within fourteen days of receiving the complaint. If for any reason this is not possible, the Headmaster will write to the parents within the fourteen day period referred to above, stating the reason or reasons why he is unable to issue his decision. He must inform the parents when he will issue his decision which must be within twenty-eight days of receipt of the complaint in any event.

 If parents are not satisfied with the decision, they may take the opportunity to proceed to Stage 3 of this procedure.

Stage 3 : Panel Hearing:

 If parents seek to involve Stage 3 of this procedure, they are to write to the Headmaster informing him of their decision so to do, whereupon the matter will be referred to Mr James Scott, a governor. Mr Scott will then take responsibility for the organisation of a Complaints Panel hearing.

 The Panel will consist of at least three persons, all of whom shall be independent of the management and running of the school.

 Each of the Panel members shall be appointed by the Board of Governors.

 Mr Scott, on behalf of the Panel, will then acknowledge the complaint and schedule a hearing to take place as soon as practicable and normally within fourteen days.

 If Mr Scott and/or the members of the Panel deem it necessary, they may require (in writing) that further particulars of the complaint or any other related matter be supplied in advance of the hearing. Copies of such particulars shall be supplied to all parties not later than five days before the hearing. Any such further particulars that shall be provided shall be disregarded and inadmissible to the Panel.

 The parents may be accompanied to the hearing by one other person. This may be a relative, teacher or friend. Legal representation will not normally be appropriate.

 If possible, the Panel will resolve the parents' complaint at the Hearing without the need for further investigation, however should the Panel decide at the Hearing that further investigation is required, the Panel shall decide how such investigations should be carried out and by when they should be concluded. The Panel will reconvene and, after due consideration of all facts they consider relevant, will reach a decision and may make recommendations. This procedure will be completed within fourteen days of the first hearing wherever possible but within twenty-eight days in any event unless otherwise agreed with the parents. The Panel will write, either by post or electronically, to the parents informing them of their decision together with their reasons. The complainant may appeal against the decision of this panel to .

 The Panel's findings and, if any, recommendations will be sent in writing to the Headmaster, Governors and, where the complaint relates to an individual, to that individual.

 Parents can be assured that all concerns and complaints will be treated seriously and confidentially. Correspondence, statements and records will be kept confidential except where the Secretary of State or a body an inspection under section 162A of the 2002 Act requests access to them.

 Parents and Boarders are assured that there will be no penalty imposed on them by the school for any complaint made in good faith.

Footnotes to Complaints Procedure:

1. In the event that a complaint involves or relates to a teacher, then the teacher will be kept fully informed in writing of the procedure being adopted in relation to the management of the complaint and supplied with copies of all documentation.

2. In the event of a Panel Hearing, the teacher will have the right to make representations to the Panel.

3. The Designated Safeguarding Governor, currently Mr Richard Smyth, will, as a matter of course, produce an annual report on the school's effectiveness and compliance with Safeguarding issues and such issues will be an item on the agenda of all formal governors' meetings.

4. A written record of serious complaints and their outcomes is kept by the Headmaster.

5. It is hoped that this procedure enables complaints to be resolved either to the complainant's satisfaction, or with an otherwise appropriate outcome which balances the rights and duties of pupils, without unreasonable delay.

6. As we have an EYFS provision we are mindful that we must meet the following regulatory requirements;
• the record of complaints is kept for at least three years
• parents are provided with details for contacting Ofsted [and ISI] and an explanation that parents can make a complaint to Ofsted [and/or ISI] should they so wish.
• to notify complainants of the outcome of an investigation within 28 days of having received the complaint
• that the setting must provide Ofsted [and ISI], on request, with a written record of all complaints made during any specified period, and the action which was taken as a result of each complaint.

7. The way for parents to register an appeal against a complaint is to contact ISI on 020 7600 0100.
8. Parents or boarders wishing to complain about the boarding provision should do so by contacting OfSTED on 0300 123 4666 or use the online form found at http://live.ofsted.gov.uk/onlinecomplaints/

Person Responsible for the Complaints Procedure Policy: The Headmaster
Reviewed Sept. 2012
Date of next Review of Policy: November 2012

‘The school received no formal complaints during the academic year 2010-11.
There have been no formal complaints during the academic year beginning September 2011.'