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Complaints Procedure

 

In the event that you are unhappy about any aspect of your child’s learning or care at Hugh Christie, the following procedure has been adopted by the Governing Body.

Stage 1

Please raise your concerns with your child’s advisor or Student Support Manager, who will try to resolve the issue.

 

Resolved ?

Yes - No further action

 

No.
Stage 2

Please raise your concerns with your child’s Head of Academy or Director

Resolved ?

Yes -

No further action
 
No
Stage 3

Please contact the Head of School’s PA by telephone (01732 353544 EXT 240) who will record your complaint in writing and inform the Head of School who will then personally investigate your complaint and respond to you within five school days

Yes. No further action

 

No
Stage 4
You must write outlining the nature of your complaint to the Chair of Governors. A form is available from the Clerk to the Governors to assist in making your complaint if you require. The Chair will review whether the complaint has been properly dealt with and respond to you within ten school days of receiving your letter.

 

 

In the event that your complaint is still unresolved, a governor complaints panel will be set up to consider the complaint within 10 working days of the complaint being passed to the Clerk to the Governors. The panel consists of 3 governors, with no prior knowledge of the complaint, who will consider written and verbal submissions from you and the Federation Principal or Head of School. The panel Chair will write to you with the conclusion within 5 working days of the meeting. If you are not satisfied with the response from the governing body you can contact the Local Government Ombudsman (LGO).  The LGO is independent, impartial and free.  The LGO can help you resolve your complaint and will ask the school to take action if they find fault with the way someone has been treated or the way a service has been provided.  For further information and contact details go to the website or call the LGO’s advice team on 0300 061 0614.