Should you need to complain
How to complain for parents of children with special needs
The stages of complaints are similar to those in the policy but please note the changes below.
The Stages of Complaints
Investigating Complaints largely remains the same
At each stage, the person investigating the complaint will:
The stages of complaints are similar to those in the policy but please note the changes below.
The Stages of Complaints
- Complaint brought to the attention of the class teacher or person offering the service.
- Complaint heard by headteacher.
- Complaint referred to the Chair of Governors or their representative for them to resolve.
- Complaint heard by Governing Body’s Complaints Panel and formal complaints procedure used (Governors involved previously would not be able to hear the complaint at this stage).
Investigating Complaints largely remains the same
At each stage, the person investigating the complaint will:
- establish what has happened so far, and who has been involved;
- clarify the nature of the complaint and what remains unresolved;
- meet with the complainant or contact them (if unsure or further information is necessary);
- clarify what the complainant feels would put things right;
- interview those involved in the matter and/or those complained of, allowing them to be accompanied if they wish;
- conduct the interview with an open mind and be prepared to persist in the questioning;
- Keep notes of the interview.