Applied Educational Solutions Complaints Procedure

Applied Educational Solutions is a very busy place of education where there are many interactions between students, parents, carers and staff as a part of everyday life at the school. We ensure as a school that we respect the rights of all members of the school community we work together to instil this in both our staff and students. From time to time things may go wrong, or you may feel we can do something better. Please don’t keep this worry to yourself, share your worry with school staff to ensure it can be resolved by the school management as quickly as possible.

Applied Educational Solutions are here to provide the best education to the students within their care. We apologise in advance if at any stage in your child’s educational journey with the school you feel you need to place a complaint. If this situation occurs we as a school ensure we will get to the root of your concern and resolve the matter as quickly and effectively as possible.

Reviewed October 2021

To be reviewed October 2022

What complaints should be about:

• Staff conduct
• Teaching and learning
• Bullying
• The school environment
• Educational decisions
• Discrimination
• The care provided to the students whilst at the school

In each case the responsibility for action lies with the school. Anonymous complaints will be assessed on a case by case basis.  Our school complaints form can be used to assist you with providing us with the key information required to process your complaint however complaints can be considered without one.

The complaints procedure will:

• Encourage resolution of problems by informal means wherever possible
• Be simple to understand and use
• Be non-confrontational
• Be impartial
• Follow timescales
• Allow swift handling within established time-limits for action and keeping people informed of the progress;
• Ensure a full and fair investigation by the school management team and a named independent other person where necessary;
• Address all the points at issue and provide an effective response and appropriate redress where necessary

The complaints procedure will not deal with:

• Complaints about the statementing process for students with special educational needs
• Admissions and exclusions
• Child protection matters
• Allegations of abuse
• Disciplinary issues relating to staff members
• Curriculum complaints

If at any stage of the process, the complaint starts legal action in relation to matters under consideration, the complaints process will automatically cease.

Resolving issues and complaints

We see it as important to try and reach an early resolution with complaints. This not only promotes closure in the matter but also enables parents and staff to move forward constructively. It may be sufficient to acknowledge that a complaint is valid in whole or in part. It may also be appropriate to offer one or more of the following:

• An apology
• An explanation
• An admission that the situation could have been handled differently or better
• An assurance that the incident complained of will not recur – and an explanation of stages taken to ensure this
• An undertaking to review school policies in light of the complaint
• Asking the complainant what they feel they would like to see happen may help resolve the situation at any stage.

However it may also be the case that the outcome, at any stage of the procedure, concludes that:

• There is insufficient evidence to reach a conclusion, so that the complaint cannot be upheld.
• The concern is not sustained by the evidence.
• The matter has been fully investigated and that appropriate procedures are being followed, which are strictly confidential under the Data Protection Act (e.g. where staff disciplinary procedures are being followed)

When we receive a complaint we will:

• Discuss the complaint with the complainant
• Establish what has happened and who was involved – clarify the details.
• Discover what the complainant feels would remedy the situation.
• Organise a hearing with those involved – parents/carers can be accompanied if they wish.
• Approach the hearing with an open mind – and keep notes.
• Give a response within the specified time scales.
• Ensure written records are kept and appropriate written communication is shared with parents/carers.

The stages for making a complaint

We ensure swift handling of the complaint with clear timescales, ensuring a full and fair investigation that respects the confidentiality of the complainant whilst recognising the requirements of the Data Protection Act.

Stage 1 - Informal complaint process and timescales:

This is when a parent or pupil or other person contacts the school because they are not happy about something that has happened, or is happening in the school. The key worker should be the first point of contact in this instance so that they can address the concerns. The complaint can be made verbally or in writing at this stage.

The response to the complaint will be no longer than 1 week from the date of receipt, should it be received in writing. Should the complaint be discussed with the key worker, it may well be resolved that same day and no later than 1 week.

The response can be written or verbal, as deemed appropriate to the situation.

Stage 2 – First Formal complaint to the Director and timescales:

If the complainant is unsatisfied with the response from the key worker then they should put their complaint in writing to the Director, thereby making this a formal complaint. This should be done within 2 weeks of receiving the response from the classteacher.

Within 2 days of receiving the written formal complaint, the Director will acknowledge receipt of the complaint and within 2 weeks of receiving the complaint the headteacher will respond formally in writing. This does not prevent the complainant from meeting with the Director to discuss the matter during this process and should a meeting occur, a formal written response will still be given.

Stage 3 – Second Formal complaint process and timescales:

If the complainant is unsatisfied with the first formal approach and response made by the school, they should follow the response to the first formal complaint in writing, addressed to the chair of governors- Ms Kate Clarke, c/o the school. This should be done within two weeks of receiving the first formal complaint feedback.

Within three weeks of receiving the written formal complaint, the matter will be considered via a panel hearing of three professionals who were not directly involved in the previous consideration of the complaint and one of whom is independent of the school.

The complainant will receive a letter outlining the date and time of the hearing giving them five days to respond if they cannot attend.  In this instance, a new date and time will be given.  The complainant can be accompanied to the hearing e.g. by, but not limited to, a friend or family member.

Following the hearing the complainant, director and relevant others about whom a complaint has been made, will receive written feedback including findings and recommendations within one week. Minutes of the hearing and other information received will be kept confidential on record at the school but made available for relevant agencies when requested.

Written records are kept of all complaints and their outcomes regardless of which stage they were resolved at, including complaints submitted in writing and those which proceeded to a panel hearing on the Complaints Log.

Monitoring complaints

The school will monitor complaints. Details to include in any monitoring are:

• Name of complainant
• Details of the complaint
• A brief categorisation of the complaint
• How the complaint was investigated and by whom
• When the complaint was made
• The results and conclusions of the investigation
• Any action taken as a result
• Any follow up action taken

Appendix 1  - Applied Educational Solutions Complaint Form

Parents name:                                        Date:

Childs name:

Relationship to child:

Address:

Contact number:

Complaint details: (please use separate sheet of paper if necessary)

What do you suggest we do to resolve your complaint?

Please attach any supporting paperwork.

Complainant print name:                                Complainant sign name: