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Notes For Complaints
The School Complaints Procedure is divided into two parts.
INFORMAL, where the Headteacher and staff will try to deal with specific complaints in an informal manner and resolve them quickly and sensitively at a local level. This is how most complaints are resolved.
FORMAL, where the complaint must be in writing and sent either to the Headteacher or to the Local Education Authority, via the Chairman of Governors.
The Local Education Authority, through the Area Education Office, investigates complaints when a school's internal procedure can not produce or has not produced a satisfactory resolution to the complaint. The Area Office provides an Investigating Officer who will conduct an investigation independent of the school to try to settle the complaint.
When you make a complaint under the procedure, you will be asked to put it into writing so that the Investigating Officer and all other parties are clear about the nature of your complaint. If you are unable to do this you should contact the School Support Officer for advice (see below for contact telephone number).
a) you will be told the name of the Investigating Officer,
b) the Investigating Officer will contact you,
c) the Investigating Officer will check that a fair and thorough investigation has been undertaken by the school,
d) the aim will be to complete the investigation within 20 school days,
e) a full response will be made to you in writing.
In certain circumstances the Investigating Officer will carry out a full investigation including offering you an interview.
Complainants who remain dissatisfied after this investigation can take their case to a committee of the governing body, which they can attend to make representations on their own behalf. This committee of the governing body has the power to have 'the final say' on the matter.
If you have any questions about this procedure, please contact the School Support Officer at the Southern Area Education Office on (01473) 583000. Full copies of the procedure are available from the school and the Area Office.