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Complaints Policy

Tower Road Academy - Complaints Procedure
 
Complaints procedure 1) If parents wish to make a complaint, normally the first person to contact should be the child’s class teacher. 2) If the problem cannot be resolved, then a visit to the Headteacher/ Deputy Head or Assistant Headteacher would be advisable. In most cases, between us, we can solve the matter.  3) Should you wish to take the matter further, the Academy Governors are the next people to contact, in writing, via the Clerk to Governors c/o Tower Road Academy. 
 
General Principles:
 
•This procedure is intended to allow you to raise a concern or complaint relating to the Academy, or the services that it provides.
 
•An anonymous concern or complaint will not be investigated under this procedure, unless there are exceptional circumstances.
 
•To enable a proper investigation, concerns or complaints should be brought to the attention of the Academy, as soon as possible.    In general, any matter raised more than 3 months after the event, being complained of, will not be considered.
 
Raising a concern or complaint
 
1.Informal Stage
It is normally appropriate to communicate directly with the member of staff concerned. This may be by letter, by telephone or in person by appointment, requested via the School Office.  Many concerns can be resolved by simple clarification or the provision of information and it is anticipated that most complaints will be resolved by this informal stage. 
 
In the case of serious concerns it may be appropriate to address them directly to the Head Teacher (or to the Chair of the Governing Body, if the complaint is about the Head Teacher).
 
If you are uncertain about who to contact, please seek advice from the School Office or the Clerk to the Governing Body.
 
2.Formal Stage
If your concern or complaint is not resolved at the informal stage you may choose to put the complaint in writing and pass it to the Head Teacher, who will be responsible for ensuring that it is investigated appropriately. If the complaint is about the Head Teacher, your complaint should be passed to the Clerk to the Governing Body, for the attention of the Chair of the Governing body.
 
Your letter should include details which might assist the investigation, such as names of potential witnesses, dates and times of events, and copies of relevant documents. It is very important that you include a clear statement of the actions that you would like the Academy to take to resolve your concern. Without this, it is much more difficult to proceed.
 
Please pass the completed form, in a sealed envelope to the School Office. The envelope should be addressed to the Head Teacher, or to the Clerk to the Governing Body, as appropriate.
 
The Head Teacher (or Chair) may invite you to a meeting/ or respond in writing to clarify your concerns and to explore the possibility of an informal resolution. If you accept that invitation, you may be accompanied by a friend, if you wish, to assist you in explaining the nature of your concerns.
 
It is possible that your complaint will be resolved through a meeting with the Head Teacher (or Chair), if not, arrangements will be made for the matter to be further investigated. In any case you should learn in writing, usually within 10 days of the Academy receiving your formal complaint, of how the Academy intends to proceed. This notification should include an indication of the anticipated timescale.
 
If you are not satisfied with the manner in which the process has been followed, you may request that the Governing Body reviews the process followed by the Academy, in handling the complaint. Any such request must be made in writing to the Clerk to the Governing Body, within 10 working days of receiving notice of the outcome, and include a statement specifying any perceived failures to follow the procedure. The procedure described below will be followed. 
 
3.Review Process
Any review of the process followed by the Academy will be conducted by a panel of 2/3 members of the Governing Body. This will usually take place within 10 academy days of receipt of your request.
 
The complainant (s) will be notified in writing of the Governor’s decision/response as soon as reasonably possible after the meeting.
 
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