Complaints Policy


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:

  • We will seek to resolve complaints by informal means wherever possible
  • Investigations will be full, fair and swift, and those involved will be kept informed of progress and the decisions reached
  • Every effort will be made to respect confidentiality
  • Feedback will be actively sought from those voicing complaints in order to minimise complaints and maximise accountability

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:

  • an explanation
  • an admission that the situation could have been handled differently or better
  • an assurance that the event complained of will not recur
  • an explanation of the steps that have been taken to ensure that it will not happen again
  • an undertaking to review academy policies in light of the complaint

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. 

Stage 1 Informal procedure to register a concern

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:

  • discuss their concerns with the member of staff most directly involved and, if not satisfied
  • discuss their concerns with a senior member of staff

The academy will not investigate:

  • complaints more than 6 months after the decision or action was taken
  • any complaints we consider to be vexatious or malicious

Only where all these avenues have been tried and found unsatisfactory should the complainant make a complaint, in writing to the Principal.

Stage 2 Formal procedure

On receipt of a written complaint, the Principal will ensure that:

  • the complainant is invited to a meeting to discuss the issues causing concerns, within ten working days of receipt of the written complaint
  • the decision of the Principal will be confirmed in writing within 5 working days of the meeting
  • if this meeting with the Principal does not resolve the complaint then the matter will be referred to a panel under stage 3 of the procedure.
Stage 3 Panel hearing

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:

  • it has identified a panel of at least 2 governors and one independent person who will hear the complaint
  • that the complainant is given ten days’ notice of the panel hearing date
  • the decision of the panel will be provided in writing  within ten working days of the hearing
  • where there is evidence that the complaint is justified, appropriate action is taken to prevent a recurrence.

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.

Arrangements for monitoring and evaluation

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.

© Macmillan Academy 2018 | Endeavour Academies Trust