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Complaints Policy & Procedure

Purpose:  To establish a policy procedure for dealing with complaints relating to the school, as required by Section 29(1)(a) of the Education Act 2002.

Scope:  All matters relating to the actions of staff and application of school procedures where they affect the individual pupils concerned, except matters (relating to the curriculum, exclusion, admissions etc …) which are subject to separate procedures.

General Principles:

  • An anonymous complaint will not be investigated under this procedure unless there are exceptional circumstances.
  • To allow for proper investigation, complaints should be brought to the attention of the school as soon as possible.  Any matter raised more than 3 months after the event being complained of will not be considered, save in exceptional circumstances.
  • Investigation of any complaint or review request will begin within 5 school days of receipt of the same, save in exceptional circumstances.  The investigation will be completed as soon as reasonably practicable.
  • The Formal Complaint Form should be used where possible.

Please click here to view and to download the full policy