School Complaints

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.