Complaints Procedures

Our school has well defined stages: Stage One: Stage Two: Stage Three: The complaint is heard by member of staff The complaint is heard by the Headteacher or Deputy Headteacher The complaint is heard by the Governing Body Complaints Appeal panel.

Stage One It is in everyones interest that complaints are resolved at the earliest possible stage. The experience of the first contact between the complainant and the school can be crucial in determining whether the complaint will escalate. To that end, staff at Birchfield are familiar with the complaints procedure and know what to do when they receive a complaint. At Birchfield we always respect the views of the complainant and accommodate those parents who indicate that they would have difficulty discussing a complaint with a particular member of staff. In these cases, the Head Teacher or Deputy Head Teacher can refer the complaint to another member of staff. Where the complaints concern the Head Teacher, the complainant can be referred to the Chair of Governors. Similarly, if the member of staff directly involved feels too compromised to deal with a complaint, the complaint can be directed to another member of staff. The ability to consider the complaint objectively and impartially is crucial. Where the first approach is made to a governor, the next step would be to refer the complainant to the appropriate person and advise them about the procedure. It is encouraged that Governors do not act unilaterally on an individual complaint outside the formal procedure or be involved at the early stages in case they are needed to sit on a panel at a later stage of the procedure. Stage Two If the complainant is dissatisfied with the way that the complaint is handled at the first stage, then they may refer the complaint to the Head Teacher. The Head may delegate the task of collating the information to another staff member but will not delegate the decision on the action to be taken. Stage Three The complainant needs to write to the Chair of the Governing Body giving details of the complaint. The Chair, will convene a Governing Body Complaints Appeal Panel. The panel would be able to: Dismiss the complaint in whole or in part Uphold the complaint in whole or in part Decide on the appropriate action to be taken to resolve the complaint Recommend changes to the schools systems or procedures to ensure that problems of a similar do not recur.

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The Governors Complaints Appeal hearing is the last school-based stage of the complaints process. If complainants remain dissatisfied with the outcome of the complaints appeal panel then it may be appropriate to explain any non-school based further rights to appeal procedures. For a full copy of our Complaints Procedures please contact the school office or visit our website at www.birchfld.bham.sch.uk 67