Pupil Complaints Policy

1. Procedures For Dealing With Pupil Complaints

As a pupil you can make a complaint about any matter concerning your School. This page aims to explain how to do this.

The Pupil Complaints Policy aims to ensure that pupils' complaints are dealt with efficiently and sensitively and as far as possible in confidence.

Complaints can cover a wide variety of matters concerning the School and it is important that pupils feel confident that they will be:

• listened to carefully and patiently;
• taken seriously and treated with respect;
• dealt with fairly, consistently and speedily;
• given reassurance and advocacy support, if required.

2. Step by Step Procedure

STEP 1: Deciding what to do

Decide if making a complaint is the best way for you to get your problem resolved. Ask yourself the following questions:

• Is your complaint about something which affects the whole School, a group of pupils or just you?
• Could you solve the problem in any other way, for example, by talking to your Tutor or someone else in school?
• If you decide to ask an individual member of staff to take up the matter but you are not satisfied with the results, you can still use the School's complaints procedure.

STEP 2: If you have decided to make a complaint, what to do next;

• Ask to speak to Melanie Collett (Education Director)
• Mel will meet with you.  If you have time, write down the details of the problem before you meet up. Don't worry if you can't do this, but it will help you to give her all the facts and you can always add more things as you remember them in the meeting.
• It is the School's policy that a confidential written record must be kept of this discussion. Mel will ask you to check whether it is correct or if you would like to change or add anything. You will be asked to sign it and will be given a copy of this record.
• Hopefully Mel will be able to sort out the problem for you almost straight away. She must tell you within two school days of any progress or if more time is required. She will then give you an update in writing within the next five school days.
• If Mel is not in a position to solve your complaint, she will explain the next step in the procedure and ask you if you want to follow that path.

STEP 3: What happens if you are not satisfied?

If Mel is unable to resolve the complaint to your satisfaction at this meeting, you have the right to ask the School Principal to look into your complaint.

She will make a fair decision based on all the evidence provided. Her decision is final.

The record of complaints, actions and outcomes are to be reviewed by the School Principal and the Trustees at least once a year at which time this policy will also be reviewed.