At Latchmere Academy Trust, we aim to resolve concerns quickly and informally wherever possible. Most issues can be sorted by speaking to your child’s class teacher or a member of staff. But if this is not the case, you can follow our formal process.
It is in everyone’s interest that concerns and complaints are resolved at the earliest possible stage.
Many issues can be resolved informally, without the need to use the formal stages of the complaints procedure. We take concerns seriously and will make every effort to resolve the matter as quickly as possible. Because of this, it is important you raise concerns and complaints within three months of an incident.
Stage 1- Informal Stage
It is hoped that most concerns can be expressed and resolved on an informal basis.
You can raise your concern with the class teacher, a middle manager, deputy head, or head teacher.
At the conclusion of their investigation, the person investigating the complaint will provide an informal response. Wherever possible, this will be within 15 school days of the receipt of the complaint.
If the issue remains unresolved, the next step is to make a formal complaint.
Stage 2 – Formal Complaint
Formal complaints must be made to the head teacher (or Chair of Governors via the Clerk if the complaint is about the head teacher).
You will receive an acknowledgment within 5 school days.
The school will investigate and aim to respond in writing within 15 school days. If they are unable to meet this deadline, they will provide you with an update and revised response date.
If you are dissatisfied with the outcome at Stage 2 and wish to take the matter further, you can escalate the complaint to Stage 3.
Stage 3 – Panel Hearing
A panel of at least three people (including one member who is independent of the management and running of the school) will review your complaint.
A request to escalate to Stage 3 must be made to the Clerk, via the school office, within 5 school days of receipt of the Stage 2 response.
The panel will aim meet within 30 school days and send a written decision within 10 school days after the hearing.
This is the final stage of the Complaints Procedure.
Next Steps
If you believe the school or trust did not handle your complaint in accordance with the published complaints procedure or they acted unlawfully or unreasonably in the exercise of their duties under education law, you can contact the DfE after you have completed Stage 3. Further information about how to do this will be send to you in the Stage 3 outcome letter.
For full details, including timelines, escalation routes and the scope of the Complaints Procedure, please read our Complaints Policy and Procedure.