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Complaints

Because of the easy accessibility of our teaching staff who come out to meet parents at the end of each day, queries or concerns are dealt with really quickly. The head teacher is often seen outside school at the beginnings and ends of days and is always available for a phone call or for an informal chat in which he will either deal with the issue personally or point parents in the best direction for getting a quick response.

 

The school receives very few formal complaints. However, if you feel your concerns have not been effectively dealt with it is important that you know how to make a complaint and who to address it to. The school complaints procedure is as follows:

Schools Complaints Procedure

 

General Principles:

 

  • This procedure is intended to allow you to raise a concern or complaint relating to the school, 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 school 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, 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 (Gary Walker), 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 of the governing body, for the attention of the chair of the governing body (Stuart Hoult).

 

A complaint form is provided to assist you at the bottom of this page.

 

You 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 school 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, if the complaint is about the head teacher, to the chair of the governing body , as appropriate.

 

The headteacher (or chair) may invite you to a meeting 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

 

The Complaints Appeals Committee of the Governing Body will consider complaints where the Headteacher (of Chair of Governors) has not been able to resolve the complaint to the satisfaction of the complainant and the complainant wishes to appeal.  any appeal must be made in writing to the clerk to the Governing Body (the school will advise the complainant of the contact details).

 

The Committee will be convened by the Clerk to the Complaints Appeals committee (Governing Body).  The complaints panel will consist of at least three people who are not directly involved in the matters detailed in the complaint.  One member of the panel will also be independent of the management and running of the school.

 

When a complaint has been 'elevated' to the complaints governor, the panel will convene within two weeks.  The complainant will be invited to submit further representations to the panel, both written and orally. Following the meeting of the complaints panel, the complaints governor will give their written decision within 7 days.  Copies will be sent to the governors, headteacher and the complainant.

 

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 school, in handling the complaint.  Any such request must be made in writing to the clerk to the governing body, within 10 school 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.  A review Request form is provided for your convenience.

 

Review Process

 

Any review of the process followed by the school will be conducted by a panel of 3 members of the governing body.  This will usually take place within 10 school days of the receipt of your request.

The review will normally be conducted through a consideration of written submissions, but reasonable requests to make oral representations should be considered sympathetically.

Use the forms below to request a meeting with a teacher or senior leader at school, to make a formal complaint or to ask for a review if you are unhappy with the outcome of a formal complaint you have made.

If you are still unhappy.

 

Academies do not operate under Local Authority control as they are independent schools. Peafield Lane operates as part of a Trust Partnership, the Flying High Trust, to whom it is accountable for the education it provides. If, after a review, you are still concerned that the school has not taken reasonable steps to satisfy your concerns then the next step is to write to the Chief Executive Officer of the Flying High Trust Partnership including specific details of the complaint and the processes you have been through in order to seek a resolution to the issue.

 

Contact details are:

 

Mr Chris Wheatley

CEO Flying High Trust Partnership

Cotgrave Candleby Lane School

Cotgrave

Nottinghamshire

NG12 3JG

Complaints to Ofsted

 

The role of Ofsted is to consider the quality of education provided by schools across the country to ensure they are of an acceptable standard. Whilst they are not a complaints body and will not consider any complaint regarding a single incident or dispute between a parent and a school, there are some complaints that they will consider. If your concern affects the school as a whole and you have followed all of the existing processes including complaining to the governing body and Academy Trust they have powers to consider some complaints made in writing about schools. The following document, provided by Ofsted, gives clear guidance on complaints that it may consider and how to contact them.

Vexatious or Persistent Complaints and Harassment Policy.

 

As part of the school complaints policy there is a sub-policy which protects members of staff and the school from complaints that may be considered vexatious or which may constitute harassment. A copy of this policy is available below.


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