Upper Shirley High School

 

 

It is recognised that things can go wrong, but the school is committed to resolving concerns as quickly and effectively as possible. The aim of this policy is to outline the procedures necessary for parents and carers to express their concerns or make a complaint. This includes procedures for complaints about the national curriculum, religious education and related matters.

 

 

The school values its relationship with the community and especially the parents or carers of the students who attend the school. Consequently we offer a range of opportunities during the school year for parents to discuss any concerns they have about their child’s progress or arrangements for learning. However, concerns may arise at other times.

 

·         Parents should initially express their concerns to the relevant member of staff, Head of Department, tutor or Head of House.

·         The majority of concerns are normally resolved quickly and effectively this way.

·         If the complaint is not resolved to the satisfaction of the complainant, the complainant may  refer the matter to the Principal.

 

·         An acknowledgement letter will be sent to the parent. The Principal, who will look into the complaint and respond accordingly, will endeavour to make a formal response within 5 working days.

·         In most cases, the complaint will be dealt with satisfactorily at this stage.

 

 

·         If discussions with the Principal do not resolve the complaint, a parent may write formally to the Chair of Governors, via the school address, who will then review the issues and the Principal’s response.

·         An acknowledgement letter will be sent to the parent on receipt of the letter.

·         The Chair of Governors will then inform the complainant about the conclusion and try to resolve the concerns. This response should be made within 20 working days.

 

 

·         If, in the very rare circumstances, a parent remains dissatisfied with the outcome and wishes to pursue the complaint, they may request that the Governing Body’s Complaint Panel hears the case.

·         The request should be made in writing to the Clerk to the Governing Body, via the school address and should include information about the:

 

a.      Nature of the original complaint.

b.      Steps taken by the Principal to deal with the matter and then Principal’s response.

c.      Chair of Governors response.

d.      Reasons for pursuing the complaint beyond the Chair of Governors.

 

·         The Clerk will arrange a meeting within 20 days of the request and inform parents about the process and agenda.

·         The complaints panel will consist of 3 Governors with no previous involvement in the matter. For complaints about the national curriculum, religious education and related matters, members will, where possible be drawn from the Governor’s curriculum committee.

·         Parents will be given the opportunity to submit additional supporting information prior to the meeting. The panel will then meet with all parties to consider both written and oral submissions.

·         An example of a typical agenda may be:

 

a.      Introductions

b.      Oral submissions by the complainant

c.      Questions by the school

d.      Oral response by the Principal and Chair of Governors

e.      Questions by the complainant

f.        Brief summary by the complainant, with no new information

g.      Brief summary by the school, with no new information

 

·         Parents will be notified of the panel’s decision in writing within a stated timescale.

 

 

·         A parent may appeal to the LA, if they are not satisfied with the decision of the Governor’s Complaints Panel. Further information on this process can be obtained by writing to the Clerk to the Governing Body at the school.