The Alexander Hosea School Complaints Procedure          

The governors and staff welcome you to discuss any anxieties or concerns that you may have, related to our school, with the head or class teachers. Often concerns may arise simply from  misinformation and we would prefer you to talk to us directly so that we can iron out any problems before they expand unnecessarily.

However, if a matter cannot be resolved informally then we have a complaints procedure to deal with them fairly and effectively in a formal manner.

Below is the list of stages in our complaints procedure. All complaints will be dealt with as quickly as possible.

Stage 1: Informal concerns and complaints

Ask for an appointment with your child's class teacher who will usually be able to sort out the problem. You will receive an appointment as soon as possible but within 5 working days.

If not

Stage 2: Informal

Arrange to speak with the Headteacher. At this stage it may be that your complaint falls into a category for which there are specific and set procedures that cannot be taken by the school or governors. These categories are listed below but the Headteacher will know if your complaint falls within these categories and pass it on to South Gloucestershire Education Service.

If your complaint does not fall within these categories but cannot be resolved informally by the Headteacher proceed to:

Stage 3: Formal Complaint

Write a letter to the Chair of Governors describing your complaint and the steps that you have already taken to resolve it. At this stage it is important that you have already taken stage 2.

Stage 4: Formal Complaint

The Chair of Governors refers the letter to the Governors' complaints panel to investigate. This panel will consist of three governors who have no involvement in the complaint. The complaints committee will sit within 14 days of receiving your complaint.

Stage 5: Formal Complaint

The Complaints Panel prepares a written summary that includes an outline of the complaints made, action taken to investigate the complaint and the recommended actions. The full governing body, at its next meeting, considers the report and determines whether it endorses the recommended actions. The Chair of Governor will then write to you informing you of the action that is to be taken. You will receive this letter within 5 working days of the meeting of the full governing body.

Categories of complaint for which there are specific and set procedures that will be dealt with by the Education Service ( South Gloucestershire Education Service, Bowling Hill, Chipping Sodbury, Bristol. BS37 6JX) are:

• Complaints about the curriculum, under section 23 of the Education Reform Act 1988, as consolidated in the 1996Education Act;
• Complaints about admission to school (unless the Governing Body is the Admission Authority, ie. Voluntary Aided and Special Agreement Schools);
• Complaints about failure to assess a child's special educational needs;
• The exclusion of pupils from school
• Child protection.

May 2004