THE NEW SCHOOL COMPLAINTSÕ POLICY

 

 

1.0      Introduction

The majority of issues raised by parents, or students, are concerns rather than complaints.  TCHA is committed to taking concerns seriously, at the earliest stage, in the hope of keeping the number of formal complaints to a minimum and without recourse to formal procedures.  However, in those instances where a parent doesnÕt feel a concern has been addressed, or it is of sufficient gravity, then TCHA formal complaintsÕ procedure should be used.  The prime aim of TCHAÕs policy is to resolve the complaint as fairly, speedily and sensitively as possible whilst above all remaining impartial.  This procedure ensures that all correspondence, statements and records of all complaints are kept Confidential, 

 

ÒSchools might wish to nominate a member of staff to have responsibility for the operation and management of the school complaints procedure.  They could be termed the schoolÕs Ôcomplaints co-ordinatorÕ.  In smaller schools this may often be the Headteacher.Ó

                                                                                                                                                DfES Guidance

 

The following details outline the stages that can be used to resolve parental complaints.

 

2.0      The TCHA Policy has four main stages.

In summary they are as follows:-

                 

á          Stage 1  -  A concern is raised informally with an appropriate member                         of staff.  If the matter is not resolved, then it goes to:-

 

á          Stage 2 -   The New School receives a formal written complaint.  If the                                                                                                                                     

       matter is not resolved, then the complaint goes to:-

 

á          Stage 3 -   The Learning & Skills Co-ordinator hears the details of the

complaint and arranges a further investigation.  If the matter          is still not resolved then the complaint goes to:-

 

á          Stage 4 -   The TCHA Management Committee  for a

                            formal hearing of the complaint.

 

2.1Stage 1 - Raising a concern

Concerns can be raised with the New School at any time and will often generate an immediate response, which will resolve the concern.  Apart from the New SchoolÕs normal parental consultation evenings, or other arranged meetings with specific staff, the New School requests that parents make their first contact with either one of the Learning and Skills Tutors or the Learning and Skills Co-ordinator.  On some occasions the concern raised may require investigation, or discussion with others, in which case there will be an informal but informed response within a day or two.  It is anticipated that the vast majority of concerns will be satisfactorily dealt with in this way.

 

2.2   Stage 2 - Making a complaint

Formal complaints should be put in writing and sent to the New School, addressed to the Learning and Skills Co-ordinator.  If the complaint involves the Learning and Skills Co-ordinator then the complaint should be addressed to TCHA Services Director.  Each complaint is logged and a written record kept on file in date order regardless of whether its resolved at the preliminary stage or at a panel hearing.  TCHA will normally acknowledge receipt of the complaint within two days of receiving it.  In many cases this response will also report on the action TCHA has taken to resolve the issue.  Alternatively, a meeting may be convened to discuss the matter further.  This meeting will normally take place within five working days of the receipt of the formal complaint but in any case within no more than ten working days.  If, on the other hand, it is felt that the matter is too serious to be dealt with at this stage, then the matter will be passed directly to The Learning and Skills Co-ordinator * (see Stage3 below).  The aim will be to resolve the matter as speedily as possible.

 

2.3   Stage 3 - Further Investigation

If the matter has not been resolved at Stage 2, or it is felt that the matter is too serious to be dealt with at Stage 2, The Learning and Skills Co-ordinator will undertake a further investigation.  Following the investigation, TCHA will normally give a verbal or written response within five working days but in any case within no more than ten working days.

 

* N.B.                      In cases where the matter concerns the conduct of The Learning and Skills Co-ordinator the TCHA Board will be informed of the complaint and will arrange for the matter to be further investigated.  TCHA will normally give a response within five working days but in any case within no more than ten working days.

 

2.4   Stage 4 – Appeal

If the matter has still not been resolved at Stage 3, then The Learning and Skills Co-ordinator will advise the complainant of the right to refer the complaint to The Services Director and/or TCHA Board. Complainants should send their written complaint to The Services Director or The Chair of TCHA Management Committee asking for the matter to be considered by TCHA Board. The hearing will normally take place within ten working days of the receipt of the written request for Stage 4 investigation.

The aim of the Appeal panel hearing is to impartially resolve the complaint and to achieve reconciliation between the school and the complainant; provision is made for the panel to make findings and any recommendations.  The Parents and any supporters they may wish to attend are invited to this.  The Chair of the TCHA Board is responsible for the appointment of the Appeals panel and consists of a minimum of three people who have not been directly involved in the previous considerations of the complaint, with one person being independent of the management and running of The New School .  TCHA Chair, the complainant, Learning and Skills Co-ordinator and where necessary the individual concerned will be notified of the PanelÕs decision in writing within three working days after the date of the hearing.  The letter will also contain details of any further rights of redress available.

3.0      The New School complaints procedure – Summary for parents

 

Compliments and complaints
The New School strives to be a school where you are more than satisfied with what we do to support your child, especially in difficult situations. When you think we do this particularly well, please let us know. Staff work hard for the students and we all want to recognise that. 

But sometimes things may not go well. For example, you may feel that your child is being bullied and are not happy that the right things have been done to address this. We hope that good communication would solve such a problem. Our aim is that by careful listening, constructive discussion and sensible actions we can work together to solve problems, and so improve our systems further. But if the problem persists you may wish to make a complaint. 

When should I complain?
If you believe that something is seriously wrong then, make a complaint. We will investigate it and base what we do on TCHA BoardÕs agreed policy. (A copy is freely available upon request)

Whom do I contact?
That depends on the particular situation. Often the Learning and Skills Tutors will be able to deal with the matter. More serious problems might require the intervention of the Learning and Skills Co-ordinator. Most problems can be solved in this way. A complaint about the conduct of the Learning and Skills Co-ordinator should go in the first instance to The Services Director. (This can be posted or given to the Administrator at The New School who will forward this on).

What if the matter is still unresolved?
You should write to The Learning and Skills Co-ordinator, in the first instance, if you are dissatisfied with the handling of a complaint. The Learning and Skills Co-ordinator will investigate the matter and may invite you to a meeting to talk about it. The New School may arrange for a suitable mediator to be present.

After trying all other avenues, you may decide to make a formal complaint to The Services Director by sending a letter to TCHA. The Services Director will investigate and may invite you to a meeting to discuss your concerns.

If you are still dissatisfied, after an investigation by The Services Director, you may wish to send your formal complaint to TCHA Board by addressing the letter to The Chair of the Management Committee where the matter will be investigated further. If necessary, an appeals panel will hold a hearing to try and resolve the matter. In cases where you believe The New School has acted unlawfully or unreasonably, or failed to fulfil a statutory duty, you can take your complaint to the Secretary of State for Children, Schools and Families.

If you want further information or support I recommend Parentline Plus to you as a source of information and advice (telephone: 0808 800 2222).

All this looks very formal, but very few problems have to go through such steps because we work hard to understand and resolve problems as quickly as possible. In this way pupils of The New School will get the best possible chance to succeed in their learning.

Yours sincerely,

 Neena Heath.

 

 

 

     This policy was agreed and approved by The TCHA Board of Directors

 

      on behalf of Tamworth Cornerstone Housing Association

 

      was reviewed.................................

 

      next review due................................