Complaints Procedure

At Chingford House School we are committed to providing a safe, stimulating and accessible service to children and their parents/carers. We believe that children and parents/carers are entitled to expect courtesy and prompt,careful attention to their needs. Staff at Chingford House School always aim to provide high quality service for everyone, but we accept that sometimes things do not go according to plan. Any suggestions on how to improve our School are always welcome, and we will give prompt and serious attention to any concerns. We have set procedures for dealing with concerns and aim to bring all concerns to a satisfactory conclusion for all parties involved.

In accordance with the welfare requirements of the EYFS Statutory Framework (2018) we keep a “Log” of all complaints. Every complaint will be recorded in the Chingford House School Complaints Log Book.  This is to be made available to parents/carers and to Ofsted inspectors.

Stage one:

Should a parent/carer have an issue or complaint that they wish to raise on an informal basis the following procedure should be followed:

  • The parent/carer should raise the issue with the class teacher in the first instance, explaining what the issue is. All issues, however small, should be brought to our attention and we will endeavour to resolve them.
  • The class teacher will discuss with the parent/carer the nature of the complaint and will log the complaint in the Chingford House School Complaint Log Book.
  • Depending on the nature of the complaint, the class teacher will agree with the parent the appropriate steps that need to be taken.
  • The feedback will be verbal unless otherwise agreed with the parent/carer.
  • Should the parent/carer wish to have the feedback in writing. this will be provided by the class teacher.

Stage two:

  • Should the complaint be of a slightly more serious nature and require investigation, the class teacher will agree to look into the matter. The action will be agreed with the parent/carer at the meeting.
  • In this instance, the parent/carer will be advised that the staff will investigate the issue and arrange to give feedback to the parent within 48 hours.
  • The class teacher will arrange to give feedback to the parent/carer and they will agree the appropriate action that will be taken to remedy the complaint and the parent/carer will be given the opportunity to discuss the findings.
  • Should the parent/carer be in agreement with the findings and action plan, no further steps will be taken.

Stage three:

  • Should the parent/carer not be in agreement with the action plan, he/she will be given the opportunity to speak with the Manager and/or Owner.
  • A further discussion/meeting will be arranged to discuss the matter and steps will be taken to investigate the issue and reach resolution within 48 hours.
  • The parent/carer will be formally advised of the outcome, and given the opportunity to discuss the findings with the Manager and/or Owner and the class teacher. 

Stage four:

Should a parent/carer have an issue or complaint that they wish to formally raise with the School and make a formal written complaint, the following procedure should be followed. (This procedure should also be followed if the informal verbal procedure has not achieved a satisfactory resolution to the issue, as above.)

  • Should parents/carers have a complaint about a contractual or financial issue, this should be put in writing to the Manager and/or Owner of the School.
  • Should a parent/carer wish to make a formal complaint relating to the National Standards set by the Department for Education they should ensure this is stated on the complaint.
  • Should the parent/carer wish to make a formal complaint against a teacher at the School in relation to any Child Protection issues please refer to the Chingford House School Child Protection Procedure.
  • Parents/carers should give all written complaints to the Manager and/or Owner.
  • Once the formal written complaint is received by the Manager and/or Owner of the School a meeting will be arranged within 48 hours to discuss the issue and agree the appropriate action.
  • Should the issue require an investigation, the Manager and/or Owner will agree to personally look into the issues raised. The timescale for the investigation will be discussed at the meeting and it will be agreed that a meeting will be arranged within 28 days of receiving the formal written complaint to update the parent/carer on the outcome of the investigation.

Stage five:

  • Should the complaint be of a severe nature the Manager and/or Owner of the School may need to refer the matter to the Waltham Forest LADO and Ofsted and the parent/carer will be so informed. Chingford House School will follow the steps advised by the LADO in dealing with the complaint.
  • Staff and parents are reminded that publication of material that may lead to the identification of a staff member who is the subject of an allegation is prohibited by law. Publication includes verbal conversations or writing, including content placed on social media sites.
     
  • Following discussions with LADO and where appropriate Ofsted, the Manager and/or Owner will investigate the complaint and will speak to individuals that are deemed necessary to involve in order to collate the full facts relating to the complaint.
  • Following the investigation, the parent/carer will be invited to a meeting to discuss the outcome of the investigation and the recommended steps that need to be taken.
  • When there is a panel hearing, one person will be independent and not connected to the management of the school.
  • The parent/carer has the right to be accompanied if they wish. 
  • The Manager and/or Owner will ensure that the parent/carer understands the findings of the investigation and is in agreement with the agreed actions.
  • The Manager and/or Owner will formally write to the parent/carer with the outcome of the investigation, and with the agreed actions.
     
  • Please note that the Department for Education (DfE) cannot investigate individual complaints about private schools. But it has certain powers as a regulator if the school is not meeting standards set by DfE. The DfE will look to ensure that the school has followed our own rules and policies and may ask the school to revisit the complaint.
  • DfE will consider any reports of a major failure to meet the standards. It can arrange an emergency inspection to look at pupil welfare and health and safety, and make sure serious failings are dealt with.
  • DfE can ask the school inspectorates to take minor complaints into account when the school is next inspected.
  • Written records of any complaints that do go to the School will be maintained and will be confidential. The written records will show if the complaints were resolved at the preliminary stages or proceeded to a panel hearing. Written records will be kept for at least 3 years. 

 

 

Yolande Farrell; Manager

Policy reviewed; November 19th 2018

Policy reviewed; May 1st 2017

Policy reviewed; October 20th 2015

Policy adopted: November 19th 2014