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Complaints Policy



The Education Act 2002 requires governing bodies of schools to have a procedure to deal with complaints about the school and any facilities or services that the school provides. The procedure must also be publicised. The school has accordingly adopted a complaints procedure in accordance with the following principles.


Definition of a Complaint

A complaint is any expression of dissatisfaction about the school and any community facilities or services that the school provides.


Principles of the Procedure

Informal resolution – If possible, complaints will be resolved through informal discussion and negotiation.

The procedure will be easy to understand and to use – the language will be simple and can be made available in different languages and formats where necessary.

Publicity and accessibility – The procedure will be well publicised and

easily accessible to all via:


  • posters;
  • leaflets sent out with other school material;
  • information in the School Prospectus;
  • on the school website at: (insert school web address)
  • information at parents’ days, and at other appropriate school events.


Impartiality and confidentiality – all complaints will be dealt with impartially and subject to the need to investigate the matter fully, in confidence.

Time limits – complaints will be dealt with within clear time limits and everyone will be kept fully informed.

Support – complainants will be encouraged to be supported by a friend or


Full and fair investigation –

  1. the complaint will be fully investigated;
  2. if necessary and at the discretion of the Chair of the Governing Body an independent person will be appointed by the Chair to conduct the investigation;
  3. the principles of fairness and impartiality will be fully observed at all times.
  4. If the complaint is justified appropriate redress will be offered.


Addressing any problems – any issues identified through the investigation of the complaint as requiring action will be addressed.

Support for staff – staff will be given the same level of support as the complainant.

Anonymous complaints – Will be investigated but only insofar as it is possible and practicable.

Vexatious complaints – will be assessed to decide whether any new issues have been raised. If so then these will be investigated in accordance with the Complaints Procedure.

Training – all staff will be briefed in handling complaints to seek to ensure that a consistent approach is taken to all complaints received.

Persistent complainants – complaints will be thoroughly investigated but will not be re-opened unless relevant new issues are brought forward.



This Policy shall be reviewed by the Governing Body every three years.



Adopted by Goathland Governing Body on __24 May 2016_______


Date for Review: ______ _May 2019_________________________________