Complain Policy

We are committed to developing a strong partnership with students, parents and other stakeholders. This provides a good basis for mutual understanding and for preventing and resolving complaint. If there is a formal complaint, then the Academy’s complaints procedure will be used.

Scope and Definition
A complaint is an expression of dissatisfaction, about the standard of service, actions or lack of actions by the Academy or its staff that affects an individual or a group and requires a response from the Academy.

All complaints will be acknowledged within 48 hours of receipt and dealt with as quickly and effectively as possible. The length of the period will vary with the gravity and complexity of the complaint and the urgency with which it needs to be settled. However, the intention is that all complaints should be settled within a period which is reasonable in the circumstances.

Possible outcomes include:

• Complaint withdrawn
• Complaint dismissed
• Complaint dealt with under another procedure
• Complainant Appeals

If the complainant remains dissatisfied; they should write to the to the Principal. Appeal Hearing The appeal will be heard by the Appeal’s Committee comprising at least 3 members (staff) 1 of whom will act as chair of the hearing.

• Any witnesses to support the complaint give evidence and are questioned
• The respondent explains the outcome of the formal procedure followed by questions
• Any witnesses to support the respondent give evidence and are questioned

The complainant will be informed in writing within 5 days of the outcome of the hearing and the reasons for it, and that the decision is final.

Record Keeping.
Records will be held in a secure and confidential manner.

Complaint Form
Name :
Address:
Mobile:
Details of Complain

Please include full details including dates, time and names of those involved.

Date Signed
Date of Response

Appeal Complain Form:
Name :
Address:
Mobile:
Details of Complaint
Appeal: I am dissatisfied with the response and would like an Appeal Hearing for the following reasons:

Date Signed:
Date of Response: