Advice for parents / carers on complaints
APS welcomes feedback from parents/carers, whether negative or positive, through its normal communication channels. We are committed to communicating with our parents/carers in a way that avoids them feeling the need to make a complaint. We do this by encouraging parents/carers to contact us if they have a concern about an aspect of their child’s experience with us.
The first step for any parent / carer who wishes to raise a concern is to contact the relevant member of staff, for example your child's teacher, by telephone or email. You will then be able to make an appointment to meet the staff member personally or to agree a mutually convenient time to speak to the teacher on the telephone. If you feel you would have difficulty discussing your concern with a particular member of staff you should contact the school to arrange to meet a different staff member to discuss your concern, for example your child’s Director of Studies.
1) I haven't been able to resolve my concern to my satisfaction. How do I make a complaint?
If you are not able to resolve a matter of concern after you have followed the advice above you may wish to refer the matter to the school as a complaint. It will then be dealt with under the APS Complaints Procedure (most recent version September 2015). The summary below sets out the stages in the Procedure. If you would like a full copy of the Procedure please contact the Headteacher’s PA, Pauline McWeeney on 0208 826 4876 or firstname.lastname@example.org
NB It is important for parents/carers to note that the day to day management of the school is the responsibility of the Headteacher and staff alone. Individual Governors, the Governing Body or members of APSA cannot intervene in such matters.
2) How will the school deal with my complaint?
The school will deal with a complaint from a parent / carer by following the procedures set out below.
1Stage 1 - Investigation by a member of staff
This will be used when attempts to resolve a concern have been unsuccessful.
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2Stage 2 - Investigation by the Headteacher or member of the senior leadership team (SLT) delegated to carry out an investigation by the Headteacher.
This will be used if a complainant believes that attempts to resolve a complaint at Stage 1 have been unsuccessful.
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3Stage 3 - Investigation by the Governing Body Complaints' Committee
This will be used if the Headteacher has been unable to resolve the complaint
NB If the complaint is about the Headteacher, the Chair of the Governing Body will invite the Headteacher to respond to the complaint in writing within 10 school days. The Chair will send a copy of the Headteacher’s response to the complainant and the parent/carer will be asked to indicate within 5 school days of receipt of the response whether s/he is satisfied that the response addresses the complaint that has been made. If parent/carer is not satisfied that it does so, s/he should progress the matter under Stage 3*, as summarised below.
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*Fuller details of the procedure that will be followed at the Governing Body Complaints Panel will be provided in advance of the meeting. These are set out in the APS Complaints Policy, the most recent version of which is June 2015.