Adopted by the Governing Body of Haymerle School on 10th November 2016
Southwark Council Children’s & Adults’ Services Governor Services MODEL COMPLAINTS POLICY FOR SCHOOLS
Introduction……………………………………………………………………………………………......Page 2 General Principles of this Complaints Policy…..………………………………………………………Page 2 Matters that are not covered by this Complaints Policy...………………………………………...Pages 2-3
Procedures to be followed for concerns or complaints falling under this policy Stage 1 - Informal discussion with teacher, member of staff or governor………………………….Page 4 Stage 2A - Formal Investigation by the Headteacher as Investigating Officer…………………Pages 4-5 Stage 2B - Formal Investigation by the Chair of Governors as Investigating Officer (or Headteacher, where the complaint relates to the Chair of Governors) ……………………………………………..Page 5 Stage 3 Formal Hearing by the governing body’s Complaints committee (a panel of governors will only consider a matter that has already been investigated at stage 2A or 2B) ………………..Pages 5-8 Arranging the meeting – actions for the clerk……………………………………….……Pages 5-6 Committee Meeting – guidance for panel members…………………………..………...Pages 6-7 Committee Meeting – proceedings and actions for panel members…………………..Pages 7-8 Resolving a concern or complaint……………………………………………………………..Page 8 School Complaints Unit…………..…………………………………………………………….Page 8 Dealing with unreasonable complaints/complainants.…………………………..…..…Pages 9-10
Appendices
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COMPLAINT FORM 1...……..……………………………………………………………….Page 10
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COMPLAINT FORM 2…………………………………………….…………………………..Page 11
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PROCEDURE AT COMPLAINT COMMITTEE…………………………………………….Page 12
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Acknowledgement Letter 1 - Model Letter for Headteachers - Complaint about a member of staff……………………………………………………………………………………………...Page 13
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Acknowledgement Letter 2 - Model Letter for Chairs of Governors or Headteachers Complaint about the Headteacher or a member of the governing body.……………..…Page 14
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Acknowledgement Letter 3 - Model Letter for clerks………………………………………Page 15
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Invitation Letter - Model Letter for clerks……………………………………………………Page 16
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