Complaints Procedures

Our school has well defined stages:

Stage One: The complaint is heard by member of staff
Stage Two: The complaint is heard by the Head Teacher or Deputy Head Teacher
Stage Three: 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 indi-
cate 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 nature do
not recur.

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

71