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:
Complainant discusses with class teacher / head of year.
Complainant holds an informal discussion with headteacher.
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).
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.