Procedure for Handling Concerns & Complaints

We recognise that parents, guardians or carers play an important part in making this happen. Co-operation between parents, staff and the proprietors of Roselyn House School leads to a shared sense of purpose and a good atmosphere in school.

 

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


Each parent, carer or guardian will receive a copy of this document in their pupil welcome pack, given at interview. Further copies are available on request from Mrs Smith.

 

 

 

LEVEL 1 – INFORMAL

 

Parents, carers or guardians should, in the first instance, telephone and/or make an appointment to speak to the Headteacher or Deputy Headteacher about their concern. Everything will be done to try to resolve the issue at this point.  

 

Roselyn House School’s Guidance on Informal Level 1

 

  1. Concerns should initially be handled informally in a manner that offers the best way of resolving issues.

 

  1. The Headteacher or Deputy Headteacher should offer an appointment to discuss the issue as quickly as possible, as this will give both parties the opportunity to discuss the matter calmly and politely without being interrupted.   This can allow parties to remain calm. It also shows Roselyn House School’s commitment to resolving issues.

 

  1. It is important for parents to recognise that school can be busy and that it may not be possible to offer an appointment straight away.   

 

  1. The parties involved should be encouraged to offer their view of what would be a realistic resolution to the problem.
  2. It is in everyone’s interest, particularly the child or children, for concerns and complaints to be sorted out quickly and smoothly.

 

  • The aim should be that discussions end on a positive note with no bad feeling.

 

  • It is good practice to write a letter to parents/ carers summarising what has been agreed regarding the issue.

 

It is hoped that most problems will have been resolved following this procedure.

 

LEVEL 2 – FORMAL COMPLAINT LETTER TO HEADTEACHER

 

An issue that has not been resolved through the informal level 1 can become an official complaint.

 

If parents, carers or guardians do not feel satisfied with the informal level 1 approach, then if they wish to move on to level 2 they must write a formal letter complaint to the Headteacher:-

 

Miss Sharon Damerall

Roselyn House School

Moss Lane

Off Wigan Road

Leyland

PR25 4SE

 

The letter should clearly set out the issues which have previously been discussed and why the parent, carer or guardian considers the issue to be unresolved.   Alternatively, the attached complaints form can be completed. Should you wish to obtain a further copy of this form, please contact Mrs Smith. Upon receipt of the written complaint, the Headteacher will consider the complaint and discuss a resolution with the Complainant. The Headteacher will offer a resolution to the Complainant in writing within 10 school days of receipt of the letter of complaint.

 

 

 

Roselyn House School’s Guidance on Level 2 – Formal Written Complaint

 

  1. An unresolved issue can now move to a formal complaint. This is a serious step to be taken. In consideration of future home/school relationships everyone concerned will need to negotiate an agreement and concentrate on finding a resolution to the issue.

 

CONCERNS OR COMPLAINS SPECIFICALLY ABOUT THE HEADTEACHER

 

The decision that the Headteacher has made as a result of the complaint does not become a complaint about the Headteacher. If the Complainant feels the complaint has not been resolved he/she should proceed to level 3, Roselyn House School’s Advisory Body Complaints Panel.

 

If the concern or complaint is specifically about the Headteacher and is unable to be resolved at the informal stage, then it will be necessary for the Complainant to formally complain to Roselyn House School’s Advisory Body. The nominated Chair of the Advisory Body is Mrs Linda Holme and letters of complaint should be sent marked with her name to the school’s address marking the envelope “Urgent – Strictly Private and Confidential”.   

 

The Chair of the Advisory Body will acknowledge the Complainant’s letter in writing within 5 school days of receipt and contact Peninsula Business Services for advice.

 

LEVEL 3 – FORMAL COMPLAINT REQUESTING AN ADVISORY BODY COMPLAINTS PANEL

 

If the Complainant wishes to take the matter further, a Panel Hearing will be convened. This would consist of at least three people who are not directly involved in the previous consideration of the complaint.

 

Where a Panel Hearing is convened, one person on the panel must be independent of the management and running of the school. This designated person is Mrs Linda Holme.

 

 

 

Time Scales:

 

Receipt of Complainant’s letter

Acknowledgement within 5 school days

Receipt of Complainant’s letter

Advisory Body’s Panel meeting within 15 school days (unless this goes into school holidays)

Written documentation sent to Advisory Body’s Panel Members and Complainant and Headteacher.

5 school days before meeting.

Advisory Body’s Panel members decision communicated to all concerned.

As soon as possible, but within 10 school days of the meeting.

 

Complainants wishing to move to Level 3 of the formal complaints procedure will need to write a letter to the Chair of Roselyn House School’s Advisory Body to request that an Advisory Body Complaints Panel meets to hear the complaint.

 

This formal complaint letter must be received within 10 school days of the last meeting with the Headteacher concerning the issue.

 

The nominated Chair of the Advisory Body is:-

Mrs Linda Holme and letters of complaints should be sent marked with his name to the school’s address marking the envelope “Urgent – Strictly Private and Confidential”.

 

The letter will need to set out the complaint that has previously been formally discussed with the Headteacher and show why the matter is not resolved.

 

Before the meeting:

 

The Chair of the Advisory Body should appoint a clerk to the Advisory Body’s Complaints Panel, acknowledge the Complainant’s letter in writing within 5 school days of receipt and arrange for a panel of the Advisory Body to meet within 15 school days of receipt.

 

It must be recognised that if the letters is received within 14 school days to the end of term it may not be possible to organise the Advisory Body’s Panel Meeting. In this case the matter should be dealt with within 10 school days of the school re-opening.

 

The Headteacher should be given a copy of the Complainant’s letter and written documentation should be requested from the school.

 

The Clerk should send both the Complainant’s letter and the school documentation to the Advisory Body’s Complaints Panel Members, Complainant and Headteacher (and anyone else involved in the meeting) at least 5 school days before the date of the meeting.

The Complainant and Headteacher will be invited to attend the Advisory Body’s Complaints Panel meeting to give a verbal statement in support of their documentation.

 

Each of them can bring someone to support them if they so wish.

 

At the meeting:-

 

The Complainant and Headteacher (or her representative) should provide all the relevant information they wish and the Advisory Body’s Complaint Panel members should clarify any points. After the Complainant and Headteacher (or her representative) have provided all the information they wish, the Chair will ask all parties to leave except the Panel Members and the Clerk.

 

After the meeting:-

 

The Advisory Body’s Complaints Panel will write to all concerned within 10 school days to explain their decision and suggest a resolution to the problem, if appropriate.  

 

The decision of the Advisory Body’s Complaints Panel is final.

 

If the Complainant feels that the School have not followed the school’s complaints procedure correctly, he/she can contact a Children’s Services Officer for assistance.

 

Roselyn House School’s Guidance on Level 3 – Formal

 

Before the meeting:-

 

  1. The formal complaints letter should be passed to the vice-chair id the chair will be unable to receive the letter within five days.
  2. Members of the Advisory Body’s Complaints Panel should have no prior knowledge of the complaint and it is, therefore, unlikely that either the Proprietors of KS Education will have anything to do with the Panel.   However, it will be the Proprietor’s responsibility to appoint the panel.

 

 

At the meeting:-

 

  1. The Complaints Panel must be made up of at least three members and a Clerk.

 

  1. Although this is a formal meeting, every effort should be made to make it as informal as possible for all concerned.  

 

  1. Everyone attending should be in the room at the same time.

 

  1. Consideration may need to be given to the seating arrangements to make everyone feel equal and comfortable.    

 

  1. The Clerk should take notes of the meeting, listing who is present:-

 

Advisory Body, stating who is the Chair of the Advisory Body’s Complaints Panel

Headteacher (or his/her representative) and any other members of school staff

Parents and anyone accompanying them (e.g. friend)

Clerk

 

  1. The Chair of the Advisory Body’s Complaints Panel should open the meeting stating the purpose and the formal of the meeting to clarify this to all in attendance.

 

  1. People present should introduce themselves stating their reason for being at the meeting.   

 

  1. The Chair of the Advisory Body’s Complaint Panel should request a verbal statement from the Complainant in support of his or her written letter of complaint and why he/she feels the issue has not been resolved. Advisory Body’s Complaints Panel Members can ask questions to make sure they understand the issue from the parent’s point of view.  

 

  1. The Chair of the Advisory Body’s Complaints Panel should request a verbal statement from the Headteacher (or her representative) in support of his/her written account of the complaint and the steps taken to resolve the issue.   The Advisory Body’s Complaints Panel members can ask questions to make sure they understand the issue from the Headteacher’s point of view.  

 

  1. The members of the Advisory Body’s Complaints Panel should make sure they fully understand the issues and ask any further questions to clarify any points that are still not clear to them.   

 

  1. The Chair of the Advisory Body’s Complaints Panel must ask the Complainant and the Headteacher (or her representative) if they are satisfied that they have provided all the information they wanted or if there is something they wish to add and if they feel they have had a fair hearing.

 

  1. When the Advisory Body’s Complaints Panel members understand all the issues, the Chair will ask all parties to leave except the panel members and the Clerk.

 

After the meeting:-

 

  1. The Advisory Body’s Complaints Panel members then discuss the issues in private and the Clerk remains to record the decision.

 

  1. The Panel Members will need to consider the information, come to a decision and suggest a way to resolve the issue taking into account the best interests of the child or children.

 

  1. When the Panel have reached a decision the Clerk will inform everyone concerned in writing as soon as possible, but in any event, within 10 school days of the Panel meeting.

 

The decision of the Advisory Body’s Complaints Panel is final.

 

Once the Advisory Body’s Complaints Panel has heard a complaint, and it is clear that correct procedures have been followed, that specific complaint cannot be re-opened. If a request is received in this respect, the Chair of the Advisory Body’s Complaints Panel should inform the Complainant that the matter is closed.

 

Any complaints concerning the conduct of school staff will be handled in accordance with the school’s Internal Disciplinary Procedures. The details of such an investigation will remain confidential.


Written records will be kept of all complaints and their outcomes, whether they were resolved at level 1 (informal), Level 2 (written complaint) or Level 3 (Advisory Body Panel Meeting).

 

All statements, correspondence and records of complaints will be kept confidential in the Headteacher’s Personal Assistant’s Office, but will be available to Ofsted on Inspection.

 

Reviewed September 2013