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Complaints

Liberty Academy Trust and our schools will take all concerns and complaints seriously and will make every effort to deal with complaints informally, at an early stage, in the spirit of continued respect and partnership.

Anonymous concerns or complaints will not normally be investigated under our complaints policy. The Principal or Director of Governance, if appropriate, will determine whether there are exceptional circumstances to justify conducting an investigation into any anonymous issues raised.

To investigate complaints properly and fairly, we have implemented a staged approach. We anticipate that almost all complaints that arise will be resolved at Stage 1 or Stage 2.

Whilst we understand that making a complaint can be a stressful process, we expect our members of staff to be addressed in a respectful manner and for communication to remain calm at all times.

Concerns or complaints should be brought to our attention as soon as possible. Any matter raised more than 3 months after the incident being complained of (or, where a series of associated incidents have occurred, within 3 months of the last of these incidents) will not be considered unless the Principal accepts that there are good reasons to explain the delay or the complaint is about a particularly serious matter.

Complaints Procedure for Parents / Carers

Stage 1: Informal concerns

Our schools take pride in the quality of teaching and pastoral care provided to its pupils. It recognises that parents may, from time to time, have concerns about the progress, achievement, behaviour or welfare of their child.

Parents are encouraged to make those concerns known to staff so that they can be addressed in partnership with the School. An informal concern can be raised in person or by telephone.

Most enquiries and concerns can be dealt with satisfactorily by the keyworker, class teacher/form tutor or other members of staff without the need to resort to the formal procedure. We value informal meetings and discussions and encourage parents to approach staff with any concerns they may have, and aim to resolve all issues with open dialogue and mutual understanding. It is always helpful if you can fully explain the nature of the concern and identify the outcome you are looking for.

Where appropriate, you may be invited to an informal meeting with the member of staff most appropriate for dealing with that concern. The member of staff dealing with the concern will make sure that you are clear on what action (if any) has been agreed. This may be put in writing if appropriate. If the matter is brought to the attention of the Principal they may decide to deal with your concerns directly at this stage.

If the concerns are about the Principal these should be referred directly to the Director of Governance under Stage 2.

The school will respect the views of a complainant who indicates that they would have difficulty discussing a complaint with a particular member of staff. In this case, the Principal will refer the complainant to another designated member of staff. Similarly, if the member of staff directly involved in the circumstances leading to the complaint feels too compromised to deal with a complaint, the Principal may consider referring the complainant to another member of staff.

There is no suggested timescale for resolution at this stage given the importance of dialogue through informal discussion, although it would be expected that most issues will be resolved within 15 school days. Where no satisfactory solution has been found, you will be advised that if you wish your concerns to be considered further you should write to the Principal under Stage 2 of this procedure within 15 school days.

Stage 2: Formal Written Complaints

If your concerns are not resolved under Stage 1, you should put your complaint in writing and send this to the Principal. It is very important that you include a clear statement of the actions that you would like us to take to resolve your complaint. 

In all cases your written complaint must include: 

  • the nature of the complaint; 
  • details of how the matter has been dealt with so far; 
  • the names of potential witnesses, dates and times of events and copies of all relevant documents; and 
  • a clear statement of the actions that you would like us to take to resolve your complaint.

Your complaint will normally be acknowledged in writing within 5 school days of receipt.

The acknowledgement will give a brief explanation of the school’s complaints procedure and a target date for providing a response to the complaint. This will normally be within 15 school days of receipt.

If appropriate, the Principal (or someone appointed by them) may invite you to a meeting to clarify your complaints and to explore possible resolutions. If you accept that invitation, you may be accompanied by one other person, such as a friend, relative, advocate or interpreter, to assist you.

Where possible, this meeting will take place within 10 school days of receipt of the written complaint. If necessary, witnesses will be interviewed and statements taken from those involved.

If the matter includes a complaint relating to a member of staff, the member of staff must have the opportunity to respond to the complaint. Once the relevant facts have been established as far as possible, you will be provided with a written response to the complaint, including an explanation of the decision and the reasons for it. This will include what action will be taken to resolve the complaint (if any).

You will be advised that if you are dissatisfied with the outcome of the complaint, you may request that your complaint be heard by the Complaints Committee under Stage 3 of the complaints policy. The trust may engage an independent, external person to carry out the investigation into the Stage 2 complaint or to review the investigation and response at Stage 2. This may be appropriate where the complaint is particularly complex and involves legal issues.

Stage 3: Referral to the Complaints Committee

If you are dissatisfied with the decision under Stage 2, you may request that a Complaints Committee be convened to consider your complaint.

The Complaints Committee will review your complaint and the process followed. It will not review any new complaints at this stage or consider evidence unrelated to the initial complaint.

To request a hearing before the Complaints Committee, you should write to the Director of Governance at governance@libertytrust.org.uk within 15 school days of receiving notice of the outcome of Stage 2.

Requests received outside of this time frame will only be considered if exceptional circumstances apply. You should ensure that you provide copies of all relevant documents and state all the grounds for your complaint and the outcome that you are looking for.

We will arrange for a Complaints Committee to be convened, made up of at least three members, including: members of a local commitee or Trust Board with no prior involvement in the matter; and, one person who is independent of the management and running of the school.

Every effort will be made to enable the hearing to take place within 20 school days of the receipt of your request.

As soon as reasonably practicable and in any event at least 5 school days before the hearing, you will be sent written notification of the date, time and place of the hearing, together with brief details of the committee members who will be present.

If, despite best efforts, it is not possible to find a mutually convenient date and time for a hearing within a reasonable timeframe, we may determine that the hearing proceeds on the basis of written submissions from both parties.

You have the right to be accompanied to the hearing by a friend, relative, advocate or interpreter. You should notify the us in advance if you intend to bring anyone to the hearing. We do not encourage either party to bring legal representatives to the Complaints Committee meeting. Representatives from the media are not permitted to attend. 

The Complaints Committee itself may take legal advice on matters of law and procedure.

A copy of the complaint and any other documents provided by you in support of your complaint, or by the academy representative in defence of the complaint, will be provided to the Complaints Committee as soon as practicable upon receipt. 

The Complaints Committee reserves the right not to consider any documentation presented by either party less than 5 school days prior to the hearing. The Complaints Committee is under no obligation to hear oral evidence from witnesses but may do so and/or may take written statements into account. The committee will not normally accept recordings of conversations that were obtained covertly and without the informed consent of all parties being recorded.

The hearing will be conducted to ensure that each party has the opportunity to address the Complaints Committee. The procedure to be followed during the hearing will be explained to the parties by letter in advance of the hearing. We will ensure that sufficient notes are taken to record an accurate reflection of the points considered, decisions taken or actions agreed. 

Electronic recordings of the hearing will not normally be permitted and, in any event, would require the consent of all those present.

Unless otherwise stated, the procedure for the Stage 3 hearing is as follows: 

  • the parent and school representative will enter the hearing together; 
  • the Chair of the Committee will introduce the committee members and outline the process; 
  • the parent will explain the complaint; the school representative and committee members will then have the opportunity to ask questions; 
  • the school representative will explain the school/trust’s actions; 
  • the parent and the committee members will question the school representative;
  • the Chair of the Committee will explain that both parties will hear from the committee within 5 school days; 
  • both parties will leave together while the committee decides; 
  • the Clerk will stay to assist the committee with its decision making.

The Clerk and or Complaints Committee reserves the right to modify the above procedure at their sole discretion, for example requiring the parent and the school representative to present their complaint/actions separately to the Complaints Committee in the absence of the other party.

A Complaints Committee may be adjourned if the Complaints Committee require further evidence or in exceptional circumstances (for example, if clarification sought by the Complaints Committee is essential to the proceedings). The adjourned date must be as soon as possible.

After the hearing, the Complaints Committee will consider their decision and inform you and, where relevant, the person complained about of their decision in writing within 5 school days. The letter will set out the decision of the committee together with the reasons underpinning that decision.

The committee can (by a majority if necessary):

  • 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 school or trust systems or procedures to ensure that problems of a similar nature do not happen again.

Stage 4: Referral to the Department of Education

Once you have exhuasted our internal process you may wish to escalate your complaint to the Department for Education.

You may do so, either online or by writing to the DfE on the details below:

Ministerial and Public Communication Division
Department for Education
Piccadilly Gate
Store Street
Manchester
M1 2WD

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