Complaints
Under the Education Act 2002 (or the Education (Independent School Standards (England)) Regulations 2014 Schedule 1, Part 7 for academies), governing bodies must adopt and make available a Complaints Policy to enable complaints received from any persons who do not work at the school to be dealt with effectively.
Governing bodies may adopt a policy different from this model if they wish, but should ensure that any Complaints Policy complies with current DfE guidance. Those governing bodies which do not adopt the Gateshead Council model are asked to send a copy of their policy to the LA’s Governor Support Manager.
Governors should satisfy themselves that third-party providers of community facilities or services and those using the school premises in any way have their own complaints procedure.
All complaints will be dealt with in confidence and matters put to the governing body’s Complaints committee will remain confidential to those committee members. Anyone wishing to make a complaint is also expected to keep the matter confidential and not refer to it publicly, including but not limited to the press and social media platforms.
Governors have collective responsibility and it is important that a governor receiving a complaint does not act or try to resolve it alone, but refers to the complainant to this policy below.