School Complaints Procedure

POLICY OVERVIEW
DETAILS
TITLE Complaints Procedure Policy

TARGET AUDIENCE School Stakeholders, Staff, Parents
REVIEW DATE June 2024
REVIEW LEAD Mrs K Mulholland, Mr K Rendall
PERSONNEL INVOLVED IN THE REVIEW
OF THIS PROCEDURE:
Senior Leadership Team, Staff
POLICY PRESENTED TO THE BOARD OF
GOVERNORS ON:
20th
June 2024
POLICY RATIFIED BY THE BOARD OF
GOVERNORS ON:
20th
June 2024
EFFECTIVE FROM: 1
st
September 2024
REVIEW FREQUENCY: Every three years (minimum)
PRINCIPAL Mrs K Mulholland
CHAIR OF BOARD OF GOVERNORS Mr W Scott
City of Armagh High School
Alexander Road
Armagh
BT61 7JH
Tel: 028 37522278 Fax: 028 37528154
Email: info@armaghhigh.armagh.ni.sch.uk
Website: www.cityofarmagh.org
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Contents Page
1. Introduction 3
1.1 School Information
1.2 Communication Chart
2. Scope of the Complaints Procedure 5
2.1 Complaints with Established Procedures
2.2 Anonymous Complaints
3. Aims of the Complaints Procedure 5
3.1 When dealing with Complaints
3.2 Availability of Procedure
4. Complaints Procedure - at a Glance 6
4.1 Time Limit
4.2 Stage One
4.3 Stage Two
4.4 Northern Ireland Public Services Ombudsman
5. What to Expect Under this Procedure 8
5.1 Your rights as a person making a complaint
5.2 Your responsibilities as a person making a complaint
5.3 Rights of parties involved during the investigation
5.4 Timeframes
5.5 Equality
5.6 Unreasonable complaints
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1. Introduction
We hope that issues can be addressed by talking to the relevant staff. Open communication
and regular engagement between the school, parents/carers and other stakeholders is vital to
nurturing positive relationships within the whole school community.
1.1. School Information
A highly professional and committed staff at City of Armagh High School aim to offer
“Excellence, Opportunity and Care” in all aspects of school life. The friendly atmosphere and
character of both pupils and staff in the City of Armagh High School are genuine symbols of
the mutual respect and good relationships which are fostered at all levels across the school.
City of Armagh High School works closely with parents, developing positive relationships and
engendering a collaborative partnership which aims to benefit the pupils.
City if Armagh High School greatly values the opinions of and feedback from parents / carers.
It is important that all stakeholders are supported and where there are concerns or
dissatisfaction that there is a fair and transparent process to raise such concerns and that
these are dealt with in a timely manner. If concerns are dealt with at an early stage, then they
are more likely to be resolved leading to no unnecessary dissatisfaction
We welcome communication with our staff. Parents / carers can do this by contacting staff as
outlined in the below communication chart:
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1.2 Communication Chart
We take all issues seriously and make every effort to resolve matters as quickly as possible. If you wish
to make a complaint, please follow the School Complaints Procedure attached.
The school secretary - Mrs D Watt
Tel: 02837522278
According to the nature of your concern the most relevant
colleague will be contacted on your behalf for example:
Form Tutor
Head of Year
SENCO
If your concerns have not been resolved, then contact can
be made with the Vice Principal Mr K Rendall
Tel: 02837522278
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City of Armagh High School
COMPLAINTS PROCEDURE
Adopted by Board of Governors on: December 2019
Reviewed on: June 2024
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2. Scope of the Complaints Procedure
A complaint is described as an expression of dissatisfaction with our work.
2.1 Complaints with Established Procedures
Our school Complaints Procedure sets out how any expression of dissatisfaction relating to
the school will be managed. By taking complaints seriously at the earliest possible stage, it is
hoped that they can be resolved quickly and effectively.
Some examples of complaints dealt with:
• Not following school policy
• Communication delays / lack of communication
• Difficulties in staff / pupil relationships
This procedure should not be used for complaints with separate established
procedures, however if your complaint relates to the school’s failure to correctly
administer any of these procedures, then you may complain by means of this
procedure.
Some examples of statutory procedures and appeal mechanisms, which are not part of the
schools complaints procedure, are listed below. The list is not exhaustive. The principal/
chair of governors will advise on the appropriate procedure to use when a complaint is
raised.
Exceptions
• Admissions / Expulsions / Exclusion of children from school
• Statutory assessments of Special Educational Needs (SEN)
• School Development Proposals
• Child Protection / Safeguarding
2.2 Anonymous Complaints
The school will not normally investigate anonymous complaints, unless deemed by the
chairperson of the board of governors to be of a very serious nature. The decision of dealing
with such complaints will be at the discretion of the chairperson of the board of governors.
3. Aims of the Complaints Procedure
3.1. When dealing with Complaints
Our school aims to:
• Encourage resolution as quickly as possible;
• Provide timely responses;
• Keep complainants informed of progress;
• Ensure a full and fair investigation of your complaint;
• Have due regard for the rights and responsibilities of all parties involved;
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• Respect confidentiality;
• Fully address complaints and provide an effective response;
• Take appropriate action to rectify the issue and prevent it happening again;
• Be responsive to learning from outcomes that will inform and improve practice within
the school.
• Provide a process that is simple to understand and use;
• Be impartial;
• Be non-adversarial.
3.2. Availability of Procedure
A copy of this Procedure is available on our school’s website or is available from the
school on request.
4. Complaints Procedure – At a Glance

4.1. Time Limit
To enable complaints to be resolved, please contact the school as soon as possible. Unless
there are exceptional circumstances, complaints will normally only be considered within 6
months of the date of the incident(s) about which you are complaining.
4.2. Stage One
When making a complaint, contact the school principal who will arrange for the complaint to
be investigated. If the complaint is about the principal, proceed to Stage Two. The school
requires complaints to be made in writing. Where this may present difficulties, please contact
the school which will make reasonable arrangements to support you with this process.
When writing your complaint, please provide clear information and include the following:
• Your name and contact details
• What your complaint is about – please try to be specific
• What you have already done to try to resolve it and
• What you would like the school to do to resolve your complaint
The principal will normally acknowledge the complaint as soon as possible but within 10 school
working days. This will be a short response and you will be sent a copy of, (or a link to) the
school’s complaints procedure. A final response will normally be made within 20 school
Stage Two
Write to the Chairperson of
Board of Governors
Stage One
Write to the Principal
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working days of receipt of the complaint. This response will be issued in writing and will
indicate with reasons whether the complaint has been upheld, partially upheld or not upheld.
If, for any reason, the consideration of a complaint takes longer to complete, you will
be informed of revised time limits and kept updated on progress.
These timeframes may need to be reviewed if complaints are ongoing during school
holiday periods.
If you remain unhappy with the outcome at Stage One, the complaint may be progressed to
Stage Two which is overseen by the board of governors.
4.3. Stage Two
If your complaint is about the principal or if the complaint is unresolved after Stage One,
write to the chairperson of the board of governors. Where this may present difficulties, please
contact the school which will make reasonable arrangements to support you with this process.
The letter can be left at the school office and marked ‘private and confidential’. The
chairperson will convene a committee to consider the complaint.
In the case of the complaint being about the principal, this committee will investigate
the complaint.
Please provide clear information and include the following:
• Reason(s) why you disagree with the stage one findings
• Any aspect in which you think that the school’s complaints procedure was not fully
followed
The chairperson of the committee will normally acknowledge the complaint as soon as
possible but at least within 10 school working days. A final response will normally made within
20 school working days from date of receipt of the second letter. The response will be issued
by the chairperson of the committee and will indicate, with reasons, whether the complaint has
been upheld, partially upheld or not upheld.
If, for any reason, the review of a complaint takes longer to complete, complainants will
be informed of revised time limits and kept updated on progress.
These timeframes may need to be reviewed if complaints are ongoing during school holiday
periods.
4.4. Northern Ireland Public Services Ombudsman (NIPSO) www.nipso.org.uk
If following Stage Two you remain dissatisfied with the outcome of your complaint, you can
refer the matter to the Office of the Northern Ireland Public Services Ombudsman (NIPSO).
The Ombudsman provides a free, independent and impartial service for handling complaints
about schools in Northern Ireland. You have the right to complain to the Ombudsman if you
feel that you have been treated unfairly or have received a poor service from a school and
your complaint has not been resolved to your satisfaction.
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A complaint should normally be referred to NIPSO within six months of the final response from
the School. The school must advise in its concluding letter that the complaint may be referred
to the NIPSO if you remain dissatisfied.
Contact details for NIPSO are provided below.
Northern Ireland Public Services Ombudsman
Office of the Northern Ireland Public Services Ombudsman
Progressive House
33 Wellington Place
Belfast
BT1 6HN
Freepost: FREEPOST NIPSO
Telephone: 02890 233821
Freephone: 0800 34 34 24
Email: nipso@nipso.org.uk
Web: www.nipso.org.uk
5. What to Expect Under This Procedure
5.1. Your rights as a person making a complaint
In dealing with complaints we will ensure:
• Fair treatment;
• Courtesy;
• A timely response;
• Accurate advice;
• Respect for privacy – complaints will be treated as confidentially as possible allowing
for the possibility of consultation with other appropriate parties about the complaint;
and
• Clear reasons for decisions.
5.2. Your responsibilities as a person making a complaint
When making a complaint it is important that you:
• Raise issues in a timely manner
• Treat our staff with respect and courtesy
• Provide accurate and concise information in relation to the issues raised
• Use these procedures fully and engage with them at the appropriate levels
5.3. Rights of parties involved during the investigation
Where a meeting is arranged parties may be accompanied but not represented by another
person.
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Complainant: - should be informed that they may be accompanied but not represented by
another person during the process e.g. spouse, friend, family member or interpreter,
provided this person is not offering legal representation or acting in an official capacity.
If the complainant feels unable to speak on their own behalf, they may avail of support from
outside agencies as agreed with the school. (Local MLAs / Councillors / Citizens’ Advice
Bureau / Parenting NI / Children’s commissioner)
Staff Members: - should be informed that they may be accompanied or represented by
another person during the process e.g. union representative, colleague1
Pupils: permission should be sought from parents / guardians and parent, guardian or other
nominated adult should accompany pupils.
It may be appropriate to seek a written statement if a person is unable to meet for any
reason.
Parties should normally be informed when a complaint is made against them and be able to
see relevant correspondence.
This Procedure does not take away from the statutory rights of any of the participants.
5.4. Timeframes
Stage One – Normally acknowledge as soon as possible but at least within 10 school working
days, with final response normally provided within 20 school working days
Stage Two – Normally acknowledge as soon as possible but at least within 10 school working
days, with final response normally provided within 20 school working days
If, for any reason, the consideration / review of a complaint takes longer to complete,
complainants will be informed of revised time limits and kept updated on progress.
These timeframes may need to be reviewed if complaints are ongoing during school
holiday periods.
5.5. Equality
The school requires complaints to be made in writing. Where this may present difficulties,
please contact the school which will make reasonable arrangements to support the
complainant with this process.
5.6. Unreasonable Complaints
The school is committed to dealing with all complaints fairly and impartially, and to providing
a high quality service to those who complain. There will be occasions when, despite all
stages of the complaints procedure having been completed and the complaint has been
reviewed by the Ombudsman, the complainant remains dissatisfied. The school must
balance the rights of an individual to make a complaint and have it fairly investigated with the
rights of staff not to be subjected to unacceptable actions or behaviour.
1 For information on workers’ statutory rights to be accompanied, this should be read in accordance with Section 3 of the LRA’s Code of
Practice on Disciplinary and Grievance Procedures (Paras 110-116).
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Any decision to treat a complainant as unreasonable must take into account the need to
ensure that the complaints procedure is being fairly applied and every attempt has been
made to communicate and address concerns about behaviour/conduct with the complainant.
In the event that such a decision has been taken, the complainant will be advised
accordingly.