Complaints Policy and Procedure

It is a requirement of Section 29 of the Education Act 2002 that all schools have procedures in place for dealing with complaints. Any person, including members of the general public may make a complaint about any provision of facilities or services that a school provides unless separate statutory procedures apply e.g. pupil exclusions.

Garton on the Wolds Primary School seeks to promote positive relationships between all members of the school community and welcomes feedback in the form of comments, compliments and complaints. Feedback can help to improve services and help to raise standards.

Policy Framework

In dealing with complaints, the school will:

  • encourage informal resolution wherever possible;
  • publish the complaints procedure and ensure it is accessible, be simple to understand and use;
  • be impartial;
  • be non-adversarial;
  • allow swift handling with established time-limits for action and keep the complainant informed of progress;
  • ensure a full and fair investigation by an independent person where necessary;
  • respect the need for confidentiality;
  • address all issues raised by a complainant, providing an effective response and appropriate redress where necessary;
  • provide information to the school’s senior management team so that services can be improved.

At each stage of the procedure, appropriate resolution will be sought.  This may include acknowledging that the complaint is valid in part or in whole. It may be appropriate to offer one or more of the following:

  • an apology;
  • an explanation;
  • an admission that the situation could have been handled differently or better;
  • an assurance that the event complained of will not recur;
  • an explanation of the steps that have been taken to ensure that it will not happen again;
  • an undertaking to review school policies in light of the complaint.

This list is not exhaustive, and other outcomes may be considered where appropriate. Where part, or all of a complaint is upheld, this is not an admission of negligence.

A complaint should be submitted as soon as possible after the incident so that it can be investigated whilst events are still fresh in the minds of those involved, but it is recognized that this is not always possible. Complaints will therefore normally only be considered up to one year after the incident has happened. In exceptional circumstances, this can be extended.


Records of Complaints

All complaints will be recorded. Copies of the complaint, investigation reports, etc. including the outcomes and actions will be retained in accordance with data protection legislation in force at the time.


Governing Body Review

The governing body will review the complaints policy and procedure on a regular basis. The governing body will also be provided with information about complaints and actions taken. All information given to the governing body will be anonymized.

You may download our Complaints Policy and Procedure at the link below.