Number: KP103 Title: COMPLAINTS THE HEATHLAND SCHOOL KEY PROCEDURE Page 1 of 1 Issue: 8 Date: November 2011

Scope All complaints by parents/ guardians or pupils

Purpose To ensure that all complaints are dealt with thoroughly, fairly and appropriately. We recognise the need to be clear about the difference between a concern and a complaint. We aim to ensure that concerns are handled, if at all possible, without the need for formal procedures.

Responsibility Senior Management Team, Heads of Year, Heads of Department

1. Expressions of concern will be dealt with initially by the Head of Year for pastoral issues and the Head of Department for curriculum issues 2. Any statement, in writing, in person or by telephone, which may reasonably be construed as a complaint should be passed immediately to a member of the Senior Management Team. Complaints about a member of staff should be passed to the Headmaster 3. The member of Senior Management Team will deal with the complaint and keep a record of it 4. If the person is still dissatisfied with the outcome, he/she will be offered the opportunity to follow the Formal Complaints Procedure (Annex A) 5. The complainant will be given a copy of the formal Complaints Procedure (Annex A)and the Complaint Form (Annex B) 6. All complaints about members of staff will be kept confidential.

Records

Individual records held by: Senior Management Team Leadership Team Heads of Year Heads of Department

ANNEX A TO KP103 COMPLAINTS FORMAL COMPLAINTS PROCEDURE

The Heathland School has a formal complaints procedure. The purpose is to ensure that serious complaints are dealt with appropriately, thoroughly and fairly.

THE STAGES OF COMPLAINT Stage one: complaint heard by a responsible member of staff (though not the subject of the complaint) Stage two: complaint heard by Headmaster and/or nominee Stage three: complaint received (in writing) by Chairman of Governors or a Governors Appeal Panel

INVESTIGATING COMPLAINTS Whenever a formal complaint is received it will be investigated. The person investigating the complaint will: Clarify the nature of the complaint and what remains unresolved Meet with the complainant or contact them Clarify what the complainant feels would put things right Keep appropriate notes

RESOLVING COMPLAINTS At each stage in the procedure we will remain mindful of ways in which a complaint can be resolved.

VEXATIOUS COMPLAINTS If despite following appropriate procedures the complainant remains dissatisfied, or tries to reopen the same issue, the Chairman of the Governing Body will inform them in writing that the procedure has been exhausted and that the matter is now closed.

APPENDIX B TO KP103 COMPLAINTS COMPLAINT FORM

Please complete and return to: The Headmaster, The Heathland School, Wellington Road South, Hounslow, Middlesex, TW4 5JD

Your name:

Pupils name:

Your relationship to the pupil:

Address:

Postcode: Day time telephone number: Evening telephone number: Please give details of your complaint.(Continue of separate sheet if required)

What action, if any, have you already taken to try and resolve your complaint. (Who did you speak to and what was the response)?

What further actions do you feel might resolve the problem at this stage?

Are you attaching any paperwork? If so, please give details.

Signature:

Date:

------------------------------------------------------------------------------------------------------------------Official use Date acknowledgement sent:

By who:

Complaint referred to: Date: