• encourage resolution of problems by informal means wherever possible;
• be easily accessible and publicised;
• be simple to understand and use
• be impartial;
• be non-adversarial;
• allow swift handling with established time-limits for action and keeping people informed of the progress;
• ensure a full and fair investigation by an independent person where necessary;
• respect people's desire for confidentiality;
• address all the points at issue and provide an effective response and appropriate redress, where necessary;
• provide information to the school's senior management team so that services can be improved

Concern or complaint?

A concern is usually informal and most are dealt with successfully by the class teacher or head teacher. Occasionally, despite the best efforts of both parties, a concern cannot be resolved by informal discussion and it will need to be referred to the governing body. Under the Somerset County Council Parental Complaints Procedure, a concern becomes a formal complaint when it is made in writing to the governing body. A complaint can be defined as: 'an expression of dissatisfaction about the actions or inactions of the school, which is not immediately resolved and is made by the person directly affected or by someone acting on their behalf.'

THE PROCESS TO BE FOLLOWED
ALL staff and governors are aware of the process for supporting parents who raise concerns, and aim to resolve the concern within the school if at all possible. The 'PDF: Concerns and Complaints: A Guide for Parents and Carers' leaflet should be easily available to all parents/carers through the school office.

• Parents should be encouraged to raise any concerns with the relevant member of staff in the first instance, e.g. class teacher (as appropriate),
• The appropriate member of staff will then follow the agreed school procedure (e.g. Behaviour Policy, Health and Safety Policy) and a record will be made of any action taken by the school and the response made to the complaint
• If the complainant remains dissatisfied they should then take the complaint to the head teacher who will acknowledge the receipt of the complaint and then investigate and respond in writing (within a mutually agreed timescale)
• If the complainant is dissatisfied with the response from the head teacher they should write to the Clerk to the Governors stating that they wish to make a formal complaint. The Clerk will issue the Governors Review Request proforma for completion
• The Clerk will convene a panel of no less than 3 governors who have had no prior knowledge of the specific complaint. The date of the panel will be within 15 school days of receiving the complaint proforma. The Chair of the Panel will contact Somerset Governor Services (01823 356609) for advice prior to holding the Panel Hearing.

The complainant may bring a friend/relative to the panel to support them if they so wish. A transcript of the meeting will be made, and all parties present asked to sign to agree its status as a true record

Further clarification on the process can be found in 'Guidance for Managing Parental Complaints about Schools' in the School Complaints Toolkit. (see Appendix) and at http://www.six.somerset.gov.uk/sixv3/content_view.asp?did=11202

PDF: Appendix 2 shows a flow chart of the complaints procedure

PDF: Appendix 3 Governing Body Review Request Form

PDF: Appendix 4 A guide for Parents and Carers

PDF: Appendix 5 Procedure for Consideration of Complaints about Religious Worship and Denominational Religious Education