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Complaints

Rossett School is committed to working in partnership with stakeholders to ensure we offer an outstanding service and continue to improve.  Occasionally there may be a need to express a complaint and our Complaints Policy explains the process.


A complaint is any expression of dissatisfaction about the school and any community facilities or services that the school provides.  All complaints will remain confidential except where the Secretary of State or inspecting body requires access to such information.

 

Procedure Summary

Informal Stage

  • Anyone with a concern about any aspect of the school is encouraged to raise their concern, either personally or through someone else, with their child's class teacher, year team or a senior member of staff. Everything possible will be done at this stage to resolve the matter.
  • If the concern cannot be resolved by informal means then the person expressing the concern will be told of the option of pursuing a formal complaint.

 

Formal Complaint - Stage One

  • Formal complaints must be detailed in writing (click here for the complaints form). To ensure that the complaint is properly investigated it must be as clear as possible.
  • If a complainant requires help to put their complaint in writing then they will be offered the opportunity to meet with the designated member of staff/Headteacher who will make a written note of the complaint.
  • If the complainant approaches a Governor on any issue of complaint, the Governor will refer the complainant to the appropriate contact person, usually the Headteacher.
  • The designated member of staff/Headteacher (if the complaint is about the Headteacher then the complaint will be dealt with by the Chair of Governors) will send an acknowledgement within 5 school working days of receiving the written complaint.
  • The complaint will be recorded together with any action taken by the school as a result of the complaint (regardless of whether the complaint is upheld).
  • All correspondence, statements and records relating to the complaint will be kept confidential except where the Secretary of State or a body conducting an inspection under section 109 of the 2008 act requests access to them.
  • The designated member of staff/Headteacher will write to the complainant within 20 school working days of receipt of the complaint and advise them of the outcome of the investigation including findings and recommendations.
  • The complainant will also be informed that if they are dissatisfied with the outcome of the investigation then they have the right to appeal against the outcome to the Chair of Governors.

 

Formal Complaint - Stage Two

  • Requests for a stage two investigation must be in writing and addressed for the attention of the Chair of Governors and sent either by email: complaints@rossettschool.co.uk or by post to Rossett School, Green Lane, Harrogate HG2 9JP.
  • The Chair will send an acknowledgement within 5 school working days of receiving the request.
  • The complaint will be recorded together with any action taken by the school as a result of the complaint (regardless of whether the complaint is upheld).
  • All correspondence, statements and records relating to the complaint will be kept confidential except where the Secretary of State or a body conducting an inspection under section 109 of the 2008 act requests access to them.
  • The Chair will write to the complainant within 20 school working days of receipt of the complaint and advise them of the outcome of the investigations including findings and recommendations.
  • If the complainant is dissatisfied with the outcome they have the right to appeal against the outcome to the Complaints Appeals Committee and how to do it.

 

Formal Complaint - Stage Three

  • Requests for a stage three hearing must be in writing and addressed to the Clerk to the Governing Body.
  • The Clerk will acknowledge the request within 5 school working days of receiving the request.
  • The Complaints Review Committee will consist of at least three people who have not been directly involved in the matters detailed in the complaint.
  • The aim of the Committee will be to establish the facts and resolve the complaint and achieve reconciliation between the school and the complainant.
  • The complaint will be recorded together with any action taken by the school as a result of the complaint (regardless of whether the complaint is upheld).
  • All correspondence, statements and records relating to the complaint will be kept confidential except where the Secretary of State or a body conducting an inspection under section 109 of the 2008 act requests access to them.
  • The Clerk to the Governors will inform all the parties concerned in writing within 5 school working days following the hearing of the findings and recommendations of the Committee.
  • If the complainant has exhausted all avenues of appeal and tries to reopen the same issue, the Chair of Governors will inform him/her in writing that the procedure has been exhausted and that the matter is now closed.

 


Click here to read our full Complaints Policy

Click the link for the Complaints Form: http://www.rossettschool.co.uk/our-school/our-policies/complaints/form/

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