Our Complaints Policy

Introduction:

At Susan Roberts Academy (SRA), we strive for excellence and aim to provide a high-quality experience to our students and families. Whilst we hope complaints will be rare, we understand that things can occasionally go wrong, therefore we have a Complaints Procedure in place to address and resolve any concerns promptly and fairly.

Ideally, we’d hope complaints can be settled informally and often prevented entirely through the open and honest communication we foster between staff and parents. When this is not possible and a formal complaint is required, the following procedure will be followed.

Student & Parental Complaint Procedure:

The core objective of the Complaints Procedure is to amicably resolve complaints while avoiding blame attribution. Although confidentiality concerning staff and students will be upheld, certain details of a complaint may need to be disclosed to relevant parties for a thorough investigation. Individuals implicated in a complaint will be informed of the allegations and will be given a chance to provide their account of the events. Complaints that are vexatious in nature will not be entertained. All parties engaged in a complaint will be duly updated about the complaint's progress at regular and suitable intervals during the process. SRA aims to honour complainants’ wishes for confidentiality and will securely maintain all records pertinent to individual complaints.

The principal will maintain a confidential written record of formal complaints and their resolutions. Only those involved in investigating the complaint or part of the review panel will have access to this material.

1. Stage 1: Informal
   1. Most concerns can be resolved informally. Such concerns may pertain to teaching aspects, disciplinary matters, or other issues outside the classroom. SRA will take informal concerns seriously and make every effort for quick resolution. The initial step should be communication with the relevant staff member, whether in person, by phone or email.
   2. Unresolved Concerns: If a concern remains unresolved within 10 working days from its receipt, it may be escalated to a formal complaint under Stage 2.
   3. Record of Concerns: File notes and/or correspondence regarding the concern and its resolution will be maintained by the person dealing with the concern.
      
2. Stage 2: Formal Complaints
   1. Escalation: Formal complaints require writing out full details and sending them to the Principal at susan@susanrobertsacademy.co.uk
   2. Acknowledgement: Formal complaints will be acknowledged in writing within 5 working days of receipt, indicating the action being taken.
   3. Investigation and Resolution: The Principal may personally handle the matter or delegate a senior member of staff as the “investigating officer.” This stage may involve a meeting with the parent/carer to discuss the matter, clarify concerns, and seek a resolution.
   4. Outcome: The aim is to inform the complainant of the outcome within 20 working days from the receipt of the complaint.