The values of Macmillan Academy are concerned with meeting the needs of students, parents/carers and others who have a stake in the school. The governing body believes that constant feedback is an important ingredient in self-improvement and raising standards. Students, parents, carers, or other adults who have concerns or complaints should feel that they can be voiced and will be considered seriously. All complainants have the right to be accompanied when making the complaint, and students may be accompanied by a parent or another adult.
There are various principles behind this procedure:
At each stage in the procedure we will attempt to resolve the complaint or concern. It might be sufficient to acknowledge that the concern or complaint is valid in whole or in part. In addition, it may be appropriate to offer one or more of the following:
Complainants will be encouraged to state the actions they feel might resolve the problem at any stage. An admission that the academy could have handled the situation in a different way is not the same as an admission of negligence.
Unacceptable behaviour by a complainant could result in a request to put their complaint in writing at this early stage.
If parents/carers, students or members of the public have concerns they should first arrange a meeting to:
The academy will not investigate:
Only where all these avenues have been tried and found unsatisfactory should the complainant make a complaint, in writing to the Principal.
On receipt of a written complaint, the Principal will ensure that:
Should the complaint still not be resolved after stage 2, the complainant should appeal in writing to the clerk of the board of governors within 5 working days of the date of the written formal decision.
The governing body will ensure the following:
This is the final stage of the academy complaints procedure. If complainants are still dissatisfied with the outcome they should contact the Education Funding Agency for advice by using the schools complaints form.
All complaints and the action taken will be documented and a summary included in the Principal’s half termly report to the governors, with advice on any implications for policies.