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Schools are required to publish specific information about their complaints procedures on their school's website. This is one of the statutory school website requirements and it is important to note that ALL schools must meet the school website complaints requirement in full.
Now, before we look at how you can meet the requirement, let's look quickly at what they are.
Here you go. Here are the specific details of what schools need to publish on their website to meet the requirements around complaints.
17.1 You must publish details of your school’s complaints procedure, which must comply with Section 29 of the Education Act 2002.
Academies and Colleges
17.2 All academies and colleges should publish their complaints policy online.
17.3 If you’re an academy, free school, FE or sixth-form college, you should also publish your whistleblowing policy online.
Maintained Schools, Academies and Free Schools
17.3 Publish any arrangements for handling complaints from parents of children with special educational needs (SEN) about the support the school provides.
Firstly, a complaint constitutes an expression or statement of dissatisfaction with something that has been done in school or has not been done. Remember that, no matter how the complaint was made, make sure to deal with it appropriately. Make sure that your policy reflects that is what you will do.
Remember anyone can make a complaint, not just parents or students.
The main things to note here are that ALL schools must publish a complaint procedure and that must comply with the Education Act of 2002. The government has published guidance on how to write your actual compliants procedure and best practice around that.
Also, you should make sure that your complaints procedure:
Furthermore, note that all other schools besides maintained schools must also publish a whistleblowing policy.
And, note that there is a specific mention of how complaints are handled from parents of children with special educational needs.
Make sure that you tailor your policy to fit your school, not just use a standard template.
Once you have written your policies, they must be published on your school website and be easy to find.
Enquire Learning Trust (and their schools)
This is written consistently across the Multi-Academy Trust and provides a clear pathway for complaints and how they will be handled. That is whether in school or the Trust.
Hill View Primary School
This school has provided a really nice, personal message as an introduction which is a great way to keep conflict from escalating. It is clear and easy to follow.
See Werneth School
This is very nice and clear, easy to follow and includes all the required information, is easy to find and includes a helpful definition of complaints.
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