The Inspire Partnership Academy Trust (the ‘trust’) and our schools aim to meet our statutory obligations when responding to complaints from parents of pupils at the school and others. An effective complaints procedure can defuse problems and can provide schools with helpful information.
Complaints treated as constructive suggestions can be used to improve standards and may prevent cause for further complaint. Even an unjustified complaint may indicate an area that can be improved. When responding to complaints, we aim to: • Ensure staff are sufficiently trained and supported to take all complaints seriously
• Be impartial and non-adversarial
• Facilitate a full and fair investigation by an independent person or panel, where necessary
• Address all the points at issue and provide an effective and prompt response
• Respect complainants’ desire for confidentiality
• Treat complainants with respect
• Keep complainants informed of the progress of the complaints process
• Consider how the complaint can feed into school improvement evaluation processes
We try to resolve concerns or complaints by informal means wherever possible. Where this is not possible, formal procedures will be followed. The school will give the complainant the opportunity to complete the complaints procedure in full. To support this, we will ensure we publicise the existence of this policy and make it available both on the trust and the school websites. A paper copy is also available from any of our school offices.