Our complaints policy applies to all concerns and complaints other than
• Child Protection issues
• Exclusions, where separate procedures apply
The policy complies with Schedule 1, Part 7 of the Education (Independent School Standards) (England) Regulations 2014.
Policy Aim and Statement
The aim of this policy is to ensure that a concern or complaint by a parent/carer is managed sympathetically, efficiently and at the appropriate level and resolved as soon as possible.
Doing so is good practice, it is fair to those concerned and it helps to promote parents’ and pupils’ confidence in our ability to safeguard and promote welfare. We will try to resolve every concern or complaint in a positive way with the aim of resolving the issue in a transparent manner.
Complaints from people who are not parents will follow the same procedures in this policy.
The Trust expects that most concerns can be resolved informally. All concerns will be taken seriously and kept confidential.
We need to know as soon as possible if there is any cause for dissatisfaction. We recognise that a difficulty that is not resolved quickly and fairly can soon become a cause of resentment, which could be damaging to relationships and also to our Trust culture. We intend that parents and pupils should never feel – or be made to feel – that a complaint will be taken amiss or will adversely affect a pupil or his/her opportunities at our academies/schools. The policy, however, distinguishes between a concern or difficulty which can be resolved informally and a formal complaint which will require further investigation.
Please note that, as an academy, the Local Authority (Sutton Council) will not deal with any complaints against the school.
Our Complaints policy is a Trust-level policy which can be viewed on our policies page here.