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Model complaints procedure

This document outlines the complaints procedure at School Name, detailing who can make a complaint, the difference between a concern and a complaint, how to raise a concern or make a complaint, handling anonymous complaints, time scales, and more. It also covers the resolution process at each stage, from acknowledgment to potential outcomes. Roles and responsibilities of the complainant, investigator, complaints co-ordinator, clerk to the governing body, committee chair, and committee member are also defined.

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Model complaints procedure

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  1. Model complaints procedure • Insert school name/logo

  2. Note • Who can make a complaint? • The difference between a concern and a complaint • How to raise a concern or make a complaint • Anonymous complaints • Time scales • Complaints received outside of term time • Scope of this Complaints Procedure • Matters likely to require a Child Protection InvestigationResolving complaints • At each stage in the procedure, <School Name> wants to resolve the complaint. If appropriate, we will acknowledge that the complaint is upheld in whole or in part. In addition, we may offer one or more of the following: • Withdrawal of a Complaint • Stage 1 • Stage 2

  3. jointly about the Chair and Vice Chair or

  4. the entire governing body or

  5. the majority of the governing body • Next Steps • Complaint Form • Roles and Responsibilities • Complainant • Investigator • Complaints Co-ordinator (this could be the headteacher / designated complaints governor or other staff member providing administrative support) • Clerk to the Governing Body • Committee Chair • Committee Member

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