08087060924 08034170422 07081704260 Block 9, Federal Layout, Obanisunwa, Behind White Heart Hotel, Opposite Ilorin International Airport, Ilorin, Kwara State.

THE FOUR-STEP COMPLAINTS PROCEDURE AT A GLANCE:

1
Informal — Class Teacher First point of contact for academic or pastoral concerns
2
Escalation — Senior Leadership Assistant or Deputy Headteacher; response within 2 weeks
3
Formal — Headteacher Written complaint; written response within 10 school days
4
Formal — Chair of Governors Final escalation; acknowledgement within 3 days

The Noble Brains Academy understands that a complaints procedure is a way of ensuring that anyone with an interest in the school can raise a concern, with the confidence that it will be considered properly and heard and, if upheld, that the matter will be addressed appropriately and without delay.

Our Commitment

Having a good complaints procedure, engaging willingly with people making complaints, and considering them promptly without bias or prejudice, is what well-governed schools do. Well-governed schools, according to Welsh Government, are typically effective schools that deliver good education and attain high standards.

We are committed to the principles of the United Nations Convention on the Rights of the Child (UNCRC) and Child's Right Act as the basis for its dealings with children and young people. A core aim is that all children and young people should be listened to and treated with respect. We find this pertinent for complaints procedures and complaint handling.

We are committed to providing the best education for our children and we want our pupils to be healthy, happy and safe, and to do well. We recognise the importance of establishing and maintaining positive relationships and effective communication with parents, carers and the wider community, and aim to ensure that they feel able to voice any concerns in an informal way.

We are not unaware that there may be occasions where people have concerns or complaints and the following procedure sets out the steps that should be followed in order to resolve these as quickly and informally as possible. We believe that taking informal concerns seriously at the earliest stage will reduce the numbers that develop into formal complaints.

On this note, complainants are encouraged to follow through each stage of the procedure, as appropriate, in order to resolve their concerns. Throughout this process, we expect parents and staff to talk to each other with respect and to listen carefully to what each other has to say in order to deal with the matter in a mutually satisfactory manner.

The Complaints Procedure

1

Informal Concern or Complaint — Class Teacher

If a member of the wider community or another stakeholder has any concern or complaint, please contact the School Director via: 08087060924 or 08034170422 in the first instance regardless of the nature of the issue.

For issues relating to academic progress, well-being, curriculum, or behaviour please start by discussing with the class teacher. This is usually the best and quickest way of resolving issues and may include the following steps:

  • It is recommended that you make an appointment to speak to the class teacher (either in person or via the school Office) as soon as possible as this will give you and the teacher the opportunity to talk about the issue in an appropriate and confidential manner and without being interrupted.
  • The purpose of this meeting should be to establish the nature of the concern and to seek a realistic resolution to the problem. It is helpful if prior to this meeting all parties consider what they think might resolve the issue.
  • It is appropriate for the class teacher to make a brief written record of the concerns raised and any actions agreed. Actions may include offering a clear explanation; in some cases, accepting that a situation could have been handled better and offering an apology, if appropriate.
  • Any concerns or complaints must be raised within three months unless there are exceptional circumstances.

Parents are not encouraged to go to the Head Teacher first unless:

  • You have serious concerns about a teacher's actions or behaviour.
  • You have concerns about the conduct of a member of staff who is not a teacher.
  • If parents have complaint about the Headteacher, your complaint should be taken straight to the Chair of the Governing Body (see step 4 below).
2

Informal Concern or Complaint — Escalation to Senior Leadership

If you feel dissatisfied with the outcome of discussions with the class teacher, you should make an appointment to see a member of the senior leadership team (i.e. the Assistant or Deputy Headteacher) as appropriate. You can expect them to investigate your concerns, and to discuss the outcome with you and/or respond within two (2) weeks.

For issues relating to academic progress, well-being, curriculum, or behaviour please start by discussing with the class teacher. This is usually the best and quickest way of resolving issues and may include the following steps:

  • The purpose of this meeting should be to establish the nature of the ongoing concern, what has been discussed with the class teacher so far and any actions arising from the initial meeting.
  • It is in everyone's interest, particularly the child or children, for concerns to be sorted out quickly and smoothly. However, it may be that the nominated staff member will need to look into what has happened since the initial meeting before they suggest how your concern might be resolved. If this is the case, it should be agreed how and within what timescale they will contact you to let you know the outcome of their enquiries and what actions they have taken/propose to take.
  • The nominated staff member must make a brief written record of the concern discussed and any actions agreed, providing copies to the complainant.
  • It is hoped that most problems will have been resolved at this stage through the informal process.
3

Formal Complaint — Headteacher

If you feel that the issue you have raised has not been properly resolved through the informal process and you wish to pursue it further you may raise it through the formal procedure.

To do this you must write a formal letter of complaint to the Headteacher. Your letter should set out clearly the concern which has previously been discussed and why you feel the issue is unresolved. It is also helpful if you can state in your letter what resolution you are seeking. The Headteacher will consider the complaint and in doing so should:

  • Establish what has happened so far, and who has been involved.
  • Clarify the nature of the complaint and what remains unresolved.
  • Meet or contact you if they need further information.
  • Clarify what you feel would put things right if this has not been set out in your letter.
  • Interview those involved in the matter and/or those complained of, allowing them to be accompanied if they wish.
  • Conduct any interview with an open mind and be prepared to persist in the questioning.
  • Keep notes of any interview for the record.

The Headteacher will keep in mind ways in which a complaint can be resolved. It might be sufficient to acknowledge that the complaint is valid in whole or in part. In addition, it may be appropriate to offer one or more of the following:

  • An apology
  • An explanation
  • An admission that the situation could have been handled differently or better
  • An assurance that the event complained of will not recur
  • An explanation of the steps that have been taken to ensure that it will not happen again
  • An undertaking to review policies in light of the complaint

The Headteacher will discuss the outcome of their consideration of your complaint with you and should send a written response within 10 school days. Where this proves unrealistic, you will be informed in writing and given an estimate of how long it will take to provide a response.

4

Formal Complaint — Chair of Governors

If you are not satisfied with the response of the Headteacher or you have a concern or complaint that is specifically about the Headteacher, and which has not been resolved at the informal stage, then you must write a formal letter of complaint to the Chair of Governing Board. You should write to them at the school address, marking the correspondence 'Urgent, Private and Confidential'. Whilst you may contact the governing body via email or call to raise questions and concerns, unless Steps 1–3 have been followed, it is therefore likely that any such email will be passed back to the school to resolve in the first instance.

  • The Chair of Governing Board should acknowledge receipt of the letter/message within 3 days and may contact relevant authorities for advice.
  • For complaints specifically about the Headteacher, the Chair of Governing Board will arrange for the complaint to be investigated, either by themselves or an appropriate independent authority.
  • In order to consider the complaint further the Chair of Governing Board will investigate the concern and how it has been dealt with by the School.
  • As part of the investigation it may be necessary for the Chair of Governing Board to meet with the complainant and members of staff involved for fact finding.
  • The Chair of Governing Board should respond to the complainant within a further 1 week to inform him/her of the outcome of their considerations.

The Governing Board may nominate a number of members with delegated powers to hear complaints, and set out its terms of reference. These can include:

  • Drawing up and reviewing its procedures
  • Hearing individual complaints
  • Making recommendations on policy as a result of complaints

The Panel can:

  • Dismiss the complaint in whole or in part
  • Uphold the complaint in whole or in part
  • Decide on the appropriate action to be taken to resolve the complaint
  • Recommend changes to the school's systems or procedures to ensure that problems of a similar nature do not recur

Time Limits

Noble Brains Academy will consider and resolve complaints as quickly, and efficiently as possible. Realistic time limits for each action within each stage will be set and notified to the complainant. However, where further investigations are necessary, new time limits can be set. The complainant will be sent details of the new deadline and an explanation for the delay.

Staff Protection as Related to Complaints

The Noble Brains Academy is committed to dealing with all complaints fairly and impartially and to providing a high-quality service to those who complain.

However, we do not expect our staff to tolerate unacceptable behaviour and will act to protect staff from that behaviour, including that which is abusive, offensive, or threatening. In these circumstances, the school may act in accordance with this policy.

On this note, Noble Brains Academy expects parents/wider community who wish to raise concerns or complaints to:

  • Treat all school staff with courtesy and respect.
  • Respect the needs and wellbeing of the pupils and staff in the school.
  • Avoid any use, or threatened use, of violence to people or property.
  • Avoid any aggression or verbal abuse.
  • Recognise the time constraints under which members of staff in schools work and allow the school a reasonable time to respond.
  • Recognise that resolving a specific problem can sometimes take some time.
  • And in the case of a complaint, follow the school's complaint procedure outlined above.