Complaints Procedure

Legal Status:

• This policy incorporates the manner in which complaints are to be handled according to the Regulatory Requirements, Parts 6 and 7 of the Education (Independent School Standards) (England) Regulations 2010.

Applies to:

• Albion College, where the record of complaints is kept for a minimum of three years;
• the process of dealing with a formal complaint in writing from the moment that it is received by the college to its resolution, ensuring that this takes no more than twenty eight (28) working days;
• parents/guardians, who can make a complaint to Ofsted should they so wish;
• the provision, on request to Ofsted, of a written record of all complaints made during a specified period and the action which was taken as a result of each complaint.

The outcomes of an investigation about a complaint including any findings and or recommendations and the reasons for them are:

• sent by electronic mail or otherwise given to the complainant, the Principal of Albion College, the Proprietor and, where relevant, the person complained about;
• available for inspection on the school premises by the Proprietor and the Principal.

To be read with:

• Staff Grievance Procedure

Available from:

• The college office

Monitoring and Review:

• The Principal of Albion College logs all complaints received by the college and records at which stage and how they were resolved.
• The record includes, at least: the person making the complaint, the date of the complaint, the nature of the complaint, any action taken and the outcome of the complaint.
• This is reviewed regularly by the Principal and the Proprietors of the College along with a formal annual review for the purposes of monitoring.

Signed:          Date: July 14th 2011

Proprietor and Principal

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COMPLAINTS PROCEDURE

This policy which applies to the College incorporates the manner in which complaints are to be handled according to the Regulatory Requirements, Parts 6 and 7 of the Education (Independent School Standards) (England) Regulations 2010.

Introduction

This policy is made available to parents/guardians, staff and pupils. It is also made available to parents/guardians of pupils on request to the college office during the college day, or by e-mail. The existence of the policy is clearly identified in the information provided for prospective pupils and parents.

Albion College prides itself on the quality of the teaching and pastoral care provided to its pupils. However, if parents/guardians do have a complaint, they can expect it to be treated by the College in accordance with this Procedure.

Albion College Aims:

• to be fair, open and honest by giving careful consideration to all concerns or complaints and dealing with them as swiftly as possible; 
• to resolve any concerns or complaints through dialogue and mutual understanding;
• in all cases, we put the interests of the child above all other issues and our attitude to a pupil would never be affected as a result of a parental complaint;
• to provide sufficient opportunity for any concerns or complaint to be fully discussed and then resolved;
• to actively encourage strong home-college links;
• to ensure that all staff have opportunities to discuss and understand the college’s response to concerns and complaints made by parents/guardians;
• to ensure that any person complained against has equal rights with the person making the complaint.

The Complaints Process:

The term “complainant” refers to the individual or individuals making the complaint. These may be one or a combination of any of the following: a parent/guardian of a pupil at the College, parents of a pupil at the College or several parents/guardians of pupils at the College.

We seek to resolve complaints by informal means wherever possible. A complaint is likely to arise when there are issues of physical or emotional well-being and security at stake, or when the college's stated aims or values are being ignored. A breach of the law always constitutes a complaint. If parents/guardians of pupils at the College do have a complaint, they can expect it to be treated by the College in accordance with this procedure. Investigations are thorough, fair and completed in a reasonable time-frame. The complainant may not be entitled to all information regarding the investigation, but is kept informed of the process and of the decisions reached.

Informal resolution of complaints and concerns notwithstanding, the following should be noted:

• Pupils are not penalised for making a complaint in good faith. The college welcomes and is open to feedback on the services that it provides.
• Complaints are resolved either to the complainant’s satisfaction, or with an otherwise appropriate outcome which balances the rights and duties of pupils.
• Where the person being complained about is named as the person who would be handling the complaint in these procedures, their role is passed upwards to their Line Manager. For example, Teacher to Principal or Principal (who is a proprietor) to the other proprietors.

Stage 1 – Informal Resolution

• It is hoped that most complaints and concerns are resolved quickly and informally.
• If a parent/guardian is concerned about anything to do with the education that we are providing at our college, they should, in the first instance, discuss the matter with their pupil’s personal tutor.  All our staff work very hard to ensure that each child is happy at college and is making good progress; they always want to know if there is a problem so that they can take action before the problem seriously affects the child’s progress.
• In many cases, the matter is resolved straightaway by this means to the complainant’s satisfaction. If the member of staff contacted cannot resolve the matter alone it may be necessary to consult a colleague.
• The member of staff who is dealing with the matter makes a written record of all concerns and complaints and the date on which they were received. Should the matter not be resolved within five (5) working days or in the event that the member of staff and the complainant fail to reach a satisfactory resolution the complainant is advised to proceed with their complaint in accordance with stage 2 of this Procedure.

Stage 2 – Contacting the Principal

• Where a parent feels that a situation has not been resolved through contact with the class teacher, or that their concern is of a sufficiently serious nature, they should make an appointment, through the college office, to discuss it with the Principal. 
• The Principal decides, after considering the complaint, the appropriate course of action to take.
• In most cases, the Principal speaks, write or send an e-mail to the complainant, within five (5) working days of receiving the complaint with a view to discussing the matter. If possible, a resolution is reached at this stage.
• It may be necessary for the Principal to carry out further investigations.
• The Principal keeps written records of all meetings and interviews held in relation to the complaint.
• Once the Principal is satisfied that, so far as is practicable, all of the relevant facts have been established, a decision is made and the complainant is informed of this decision in writing. The Principal also gives reasons for the decision. The outcome of the investigation is communicated to the complainant within ten (10) working days.
• References to numbers of days relate to term time only.

Stage 3 – Formal Resolution: Panel Hearing

• We hope that most problems can be resolved by informal means but if a parent/guardian should decide, due to the nature or severity of the complaint, that they do not wish to follow the informal stages of the procedure, they must make a written formal complaint and/or complete the Parental Complaints Form to the Company Secretary (who acts for the proprietors with respect to this procedure), Albion College, 23 Bloomsbury Square, London WC1A 2PJ.
• The process of dealing with a formal complaint in writing from the moment that it is received by the college to resolution takes no more than twenty eight (28) working days.
• The complainant is referred to the Convenor, who is appointed by the Company Secretary to call hearings of the Complaints Panel.
• The matter is then referred to the Complaints Panel for consideration. The Panel consists of three persons not directly involved in the matters detailed in the complaint, one of whom shall be independent of the management and running of the College. All members of the Panel are appointed by the Company Secretary. The Panel Convenor, on behalf of the Panel, then acknowledges the complaint and schedule a hearing to take place as soon as practicable and normally within fifteen (15) working days.
• If the Panel deems it necessary, it may require that further particulars of the complaint or any related matter be supplied in advance of the hearing. Copies of such particulars shall be supplied to all parties not later than five (5) working days prior to the hearing.
• The complainant may be accompanied to the hearing.
• If possible, the Panel resolves the complaint immediately without the need for further investigation.
• Where further investigation is required, the Panel decides how it should be carried out. After due consideration of all facts they consider relevant, the Panel reaches a decision and may make recommendations, which it shall complete normally within five (5) working days of the Hearing. References to numbers of days relate to working days in term time only. The decision of the Panel is final.
• A copy of the Panel’s findings, and/or any recommendation and the reasons for them are:
• sent by electronic mail or otherwise given to the complainant, the Principal, the Company Secretary, the other proprietors and, where relevant, the person complained about;
• available for inspection on the school premises by the Company Secretary and the Principal (who is a proprietor).
• The number of formal complaints, received in an academic year, is made available to parents.

Record keeping and confidentiality for the College

• A written record of all complaints and of whether they are resolved at the informal stage or proceed to a panel hearing is kept for a minimum of three years. Parents/Guardians can make a complaint to Ofsted should they so wish.
• The process of dealing with a complaint in writing from the moment that it is received by the college to resolution takes no more than twenty eight (28) working days. The College provides, on request to Ofsted, a written record of all complaints made during a specified period and the action which was taken as a result of each complaint.
• Complainants can be assured that all concerns and complaints are treated seriously and confidentially. Correspondence, statements and records relating to individual complaints are kept confidential except:
• where the Secretary of State or a body conducting an inspection under Section 162A (Part 7 paragraph 25(k)) of the Education (Independent School Standards Regulations) (England) 2010 requests access to them;
• where disclosure is required of the number of complaints we have received in the past academic year, or where any other legal obligation prevails.

Child Protection

For any complaint that involves a potential child protection issue, this must be reported immediately to Principal.   See our Child Protection Policy for details of the procedure.

Complaints from External Bodies

Complaints from the public about the behaviour of a group of pupils are dealt with on a general basis, with reminders to all about the college’s expectations.

Monitoring and Review

• The Principal logs all complaints received by the College and records at which stage and how they were resolved.
• The record includes, at least: the person making the complaint, the date of the complaint, the nature of the complaint, any action taken and the outcome of the complaint.
• This is reviewed regularly by the Principal, the other proprietors, and the Company Secretary for the purposes of monitoring.

Policy for dealing with complaints from staff

Albion College aims to be a listening and responsive College. We encourage staff to inform us of their concerns while they are still minor ones, which can more easily be resolved. It is hoped that most concerns and complaints are resolved quickly and informally.

• All staff who have any complaint or cause for concern should speak to their line manager in the first instance. If this is not appropriate they should bring the matter to the attention of the Principal.
• A written record is kept of all significant concerns and major complaints, the date on which they were received and the details of the subsequent investigation.
• All complaints be investigated within fourteen days and a formal letter is always written as ‘closure’, indicating how the issue has been dealt with and what the outcome is.
• When a member of staff is dissatisfied with the outcome and has discussed this with the Principal, the matter should be referred to the Company Secretary. In the case of a contractual employment grievance, the procedures outline in staff contracts of employment should be followed.

Appendix to the Complaints Procedure

Parents/guardians may contact Ofsted should they wish to, the relevant contact details are:

Ofsted

Piccadilly Gate, Store Street, Manchester M1 2WD

Telephone: 0300 123 1231 Web: www.ofsted.gov.uk Email: CLOAKING

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