School Complaints
Complaints should be managed by each individual school.
Governing bodies are required by law to establish a complaints procedure. It is recommended that governing bodies review their complaints procedures in the light of this refreshed guidance, which replaces previous guidance (see link below).
Governing bodies may put in place a complaints procedure of their choice, but it is recommended by WG that they adopt the model complaint procedure. This advises, as did the previous version a 3-stage process:
Stage A - an Informal Stage (where most can be settled quickly)
Complainant discusses with class teacher / head of year.
Complainant holds an informal discussion with headteacher.
Stage B - Formal Stage (generally follows where cannot be settled at A)
Complaint directly to Headteacher (HT), or Chair of Governors (only if complain about the HT).
May require independent investigation.
May decide not a complaint, and should be handled following another process (Safeguarding, Staff Disciplinary, Staff Grievance, School Admissions, Pupil Exclusions, ALN Provision, School Organisational Proposals, Delivery of the curriculum for Wales.
Stage C - Complaints Committee (should be rare)
A chance for the complainant to be ‘heard’ by the complaints committee.
Whoever investigated at Stage B will present their report on behalf of the school.
May require an independent Complaints Committee. This could be fully or an independent member.