COMPLAINTS AND COMPLIMENTS POLICY AND PROCEDURE

Policy Owner | Executive Headteacher / Headteacher
Strategic Oversight | Executive Headteacher
Operational Lead | Headteacher
Approval Body | Directors of SV Academy
Policy Date | September 2026
Next Review | September 2027, or earlier if legislation, guidance or provision changes

1. Statement of Intent

SV Academy aims to provide a high-quality, inclusive and responsive service to students, parents, carers, commissioners and the wider school community. We welcome feedback about what we do well and take complaints seriously as an opportunity to resolve concerns, learn and improve.

This policy provides a clear, fair and accessible process for concerns, complaints and compliments. The Academy will seek to resolve concerns as early as possible, while ensuring that formal complaints are investigated impartially and that parents of current pupils have access to the three-stage procedure required by Part 7 of the Education (Independent School Standards) Regulations 2014.

The procedure applies across SV Academy, including compulsory school-age / commissioned provision and Post-16 provision. Where a student is aged 18 or over, they may make a complaint in their own right. SV Academy also allows current students under 18 to raise concerns directly and will provide appropriate support to help them do so.

2. Aims

• To resolve concerns at the earliest appropriate stage.
• To provide a procedure that is simple, fair, impartial, non-adversarial and accessible.
• To distinguish between concerns that can be resolved informally and formal complaints requiring investigation.
• To ensure complaints about members of senior leadership are handled by a person who is sufficiently independent of the matter complained about.
• To ensure parents of current pupils can progress to an independent panel hearing where the formal stage has not resolved the complaint.
• To make reasonable adjustments for disability, communication, literacy, language or other access needs.
• To maintain appropriate records, confidentiality and oversight so that themes can inform improvement.
• To recognise and share compliments and positive feedback.

3. Scope

This procedure is primarily designed for complaints from parents and carers of current pupils, in line with the Independent School Standards. SV Academy extends the procedure, with appropriate adaptations, to current students, including Post-16 students, and may also use it for complaints from commissioners or other stakeholders where no more appropriate contractual or statutory route applies.

For the purposes of the Independent School Standards, a parent includes a person with parental responsibility or a person who has care of the child. A complaint process that began while a pupil was on roll may continue after the pupil leaves.

4. Legal and Regulatory Framework

This policy has been prepared with regard to the Education (Independent School Standards) Regulations 2014, the Department for Education Independent School Standards guidance (April 2026), the Education and Skills Act 2008, the Data Protection Act 2018, UK GDPR and other relevant education, equality and safeguarding requirements.

Part 7 of the Independent School Standards requires a written complaints procedure for parents of current pupils with clear timescales, an informal stage, a formal written stage and a panel hearing stage. The panel must contain at least three people who were not directly involved in the matters complained about, including at least one person independent of the management and running of the school.

5. Leadership and Responsibilities

The Executive Headteacher has strategic oversight of the complaints system, monitors themes and systemic issues, and ensures that senior or escalated complaints are allocated appropriately.

The Headteacher is responsible for day-to-day implementation of this procedure, ensuring that complaints are acknowledged, investigated and responded to within the stated timescales, unless the Headteacher is the subject of the complaint or has already been directly involved in the matter.

The Directors / proprietor retain overall responsibility for ensuring that the complaints procedure meets the Independent School Standards and is effectively implemented.

All staff must cooperate with complaint investigations, maintain confidentiality, preserve relevant records and avoid retaliation or adverse treatment of a complainant.

6. What Is a Concern, Complaint or Compliment?

A concern is an expression of worry, dissatisfaction or unease that may be capable of quick resolution without a formal investigation.

A complaint is an expression of dissatisfaction about an action, omission, decision, service or conduct for which a response is sought.

A compliment is positive feedback about a member of staff, student, service, activity or aspect of the Academy. Compliments are recorded where appropriate and shared with the relevant staff or team.

7. Matters Managed Under Other Procedures

Some matters have their own statutory, regulatory or specialist process. Where this applies, SV Academy will explain the appropriate route and will not duplicate a process unnecessarily. This does not prevent a complaint about the way the Academy handled a matter from being considered under this procedure where appropriate.

MatterRoute / treatment
Safeguarding / child protection | Immediate safeguarding concerns, allegations about adults, low-level concerns and referrals to children's social care or the LADO are handled under safeguarding procedures. The complaints process must never delay protective action.
Staff employment matters | Staff grievances, capability and disciplinary matters are managed under the relevant employment procedures.
Whistleblowing | Concerns raised in the public interest by workers are handled under the Whistleblowing Policy.
Admissions / prospective enrolment | Complaints solely about a decision not to admit a prospective student are dealt with under the Enrolment Policy or commissioning arrangements. Part 7 does not require the parent complaints procedure to cover prospective pupils.
SEND / EHC plan decisions | Complaints about SV Academy's own delivery may use this procedure. Decisions made by a local authority about an EHC plan, placement or statutory assessment may have separate local authority or tribunal routes.
Examinations | Results enquiries, appeals, malpractice and awarding-body decisions are handled under the relevant examinations and awarding-body procedures.
Suspension / permanent exclusion | The substantive decision is managed under the Behaviour / Exclusions procedures and contractual or placement arrangements. A complaint about procedural handling may be considered where it does not duplicate another review route.
Data protection | Data-subject complaints are handled in accordance with the Data Protection Act 2018, UK GDPR and the Academy's data protection arrangements. From 19 June 2026, section 164A of the Data Protection Act 2018 imposes additional complaint-handling duties, including facilitating complaints, acknowledging them within 30 days, investigating without undue delay and communicating the outcome promptly.
Criminal matters | Where criminal conduct is alleged, the matter may be referred to the police. The Academy may pause or adapt its own investigation where necessary to avoid prejudicing a criminal investigation.
Contractual commissioner disputes | Disputes about funding, contracts or commissioning between organisations may be handled under the relevant agreement. This does not remove a parent's or current student's right to raise a complaint about the education or welfare service provided by SV Academy.

8. Accessibility, Equality and Support

SV Academy will make reasonable adjustments so that a complainant is not disadvantaged because of disability, SEND, language, literacy, communication needs or other protected characteristics. This may include accepting a complaint dictated to a member of staff, arranging an interpreter, providing information in an accessible format or allowing a supporter to assist.

Parents may be accompanied at a Stage 3 panel hearing if they wish. The right to be accompanied does not automatically create a right for a legal representative to address the panel, although the Academy may permit this where it is reasonable and helpful.

9. Time Limit for Raising a Complaint

Complaints should normally be raised within three months of the incident or, where there is a series of related incidents, within three months of the most recent incident. The Academy may accept a later complaint where there are exceptional circumstances, safeguarding concerns, barriers to earlier disclosure or another good reason.

Complaints received during school closure periods will normally be treated as received on the first school day after reopening. Urgent safeguarding matters, data protection complaints and matters requiring immediate protective action will not be delayed until term time.

10. Stage 1 - Informal Resolution

In most cases, a concern should first be raised with the member of staff most directly involved or with the appropriate line manager. The aim is to establish what happened, clarify any misunderstanding and identify a practical resolution.

If the concern relates to the Headteacher, it will normally be handled by the Executive Headteacher. If it relates to the Executive Headteacher, a Director / proprietor member who is not the subject of the concern and has had no prior involvement will handle it. If no such person is available, an independent external person will be appointed.

If the concern relates to a Director, it will be handled by another Director who is not the subject of the concern and is sufficiently independent of the matter. Where this is not possible, an independent person will be appointed.

The Academy will normally acknowledge an informal complaint within 2 school days and aim to provide a response within 7 school days. Where more time is required, the complainant will be told the reason and the revised timescale.

If the complainant remains dissatisfied, they may proceed to Stage 2. They should normally do so within 10 school days of receiving the Stage 1 response.

11. Stage 2 - Formal Written Complaint

A formal complaint should be submitted in writing to the Headteacher unless the Headteacher is the subject of the complaint or has already been substantially involved. Email is acceptable. The complaint form at Appendix 1 may be used but is not compulsory.

The complaint should explain what happened, the key dates and people involved, what has already been done to resolve the matter, and what outcome the complainant is seeking. The Academy will assist a complainant who has difficulty putting a complaint in writing.

Where the complaint concerns the Headteacher, the Executive Headteacher will normally determine Stage 2. Where it concerns the Executive Headteacher or a Director, the complaint will be allocated to a Director / proprietor member who is not the subject of the complaint and has had no prior involvement, or to an independent person where necessary to ensure fairness.

The Academy will normally acknowledge the formal complaint within 3 school days. The investigator will review relevant records, speak to appropriate people and give the person complained about a fair opportunity to respond. A written outcome will normally be issued within 15 school days of receipt.

If the investigation cannot reasonably be completed within 15 school days, the complainant will be told why, what further work is required and the revised response date.

The Stage 2 outcome will explain whether the complaint is upheld, partly upheld or not upheld, the principal findings, any appropriate remedy or improvement action, and how to request Stage 3 if the complainant remains dissatisfied.

12. Stage 3 - Complaints Panel Hearing

A parent of a current pupil who remains dissatisfied after Stage 2 may request a panel hearing. SV Academy also ordinarily extends access to Stage 3 to current students and other complainants whose complaint has been accepted under this procedure.

A request for Stage 3 should normally be made in writing within 10 school days of the Stage 2 outcome and should explain why the complainant remains dissatisfied. A panel hearing is a review of the complaint and the way it has been handled; it is not normally a complete reinvestigation unless the panel decides further evidence is required.

The panel will be appointed by or on behalf of the proprietor and will consist of at least three people who were not directly involved in the matters detailed in the complaint. At least one member will be independent of the management and running of SV Academy. A person who regularly acts for or manages the school will not be treated as the independent member merely because they are not an employee.

The Academy will aim to convene the panel within 20 school days of receiving a valid Stage 3 request. The complainant will normally receive at least 7 school days' notice of the hearing. Reasonable efforts will be made to choose a date that enables the parent to attend.

The complainant may attend and be accompanied. If the parent chooses not to attend, the panel hearing will still take place and the complaint will be considered on the written information available.

The panel may dismiss the complaint in whole or in part, uphold it in whole or in part, make findings, recommend action to resolve the complaint, and recommend changes to systems or procedures to reduce the risk of recurrence.

The panel's findings and recommendations will normally be issued in writing within 5 school days of the hearing. A copy will be provided to the complainant and, where relevant, the person complained about, and will be available for inspection on the school premises by the proprietor and Headteacher.

The Stage 3 panel is the final stage of SV Academy's internal complaints procedure.

13. Complaints Involving Commissioned Placements

Where a student has been placed or funded by a school, local authority or other commissioner, SV Academy may inform or involve the commissioner where this is necessary to resolve the complaint, fulfil safeguarding duties, manage the placement or comply with the commissioning agreement.

A commissioner may provide information to an investigation or, where appropriate and impartial, may be invited to attend a panel. This does not replace the requirement for a Stage 3 panel to include at least three people who were not directly involved, including an independent member.

14. Anonymous Complaints

SV Academy will consider anonymous complaints on their merits. It may not be possible to investigate fully where the complainant cannot be contacted for clarification, but allegations involving safeguarding, serious misconduct, health and safety or other significant risk will be considered and referred as appropriate.

15. Withdrawal of a Complaint

A complainant who wishes to withdraw a complaint should confirm this in writing where possible. The Academy may nevertheless continue to consider or investigate the underlying matter where safeguarding, welfare, legal, regulatory or serious service concerns remain.

16. Unreasonably Persistent or Unacceptable Behaviour

SV Academy will not label a complainant unreasonable simply because they are persistent or because they disagree with an outcome. However, the Academy may take proportionate steps where behaviour becomes abusive, threatening, discriminatory, harassing, excessively repetitive or places unreasonable demands on staff.

Possible steps may include nominating a single point of contact, limiting communication to a particular method or reasonable frequency, or declining to revisit matters that have completed all stages unless significant new evidence is provided. Any restriction will be proportionate, explained in writing and reviewed where appropriate. Required complaint stages will not be removed merely because a complainant is persistent.

17. Compliments and Positive Feedback

Compliments may be given verbally, by email, through the Academy website or in writing. They will be passed to the relevant member of staff or team and may be recorded for quality assurance, staff recognition and service development.

Where a compliment contains personal information, it will be handled in accordance with the Academy's data protection arrangements.

18. Records, Confidentiality and Data Protection

SV Academy will keep a written record of all formal complaints made at Stage 2, recording whether they were resolved at the formal stage or proceeded to a panel hearing and any action taken by the Academy as a result, whether or not the complaint was upheld.

Correspondence, statements and records relating to individual complaints will be kept confidential except where disclosure is required by law, necessary for safeguarding, required by the Secretary of State, or requested by a body conducting an inspection under section 109 of the Education and Skills Act 2008.

Complaint records will be stored securely and retained in accordance with the Academy's records retention and data protection arrangements. Safeguarding records will be retained in accordance with safeguarding requirements and not destroyed simply because the complaints retention period has ended.

19. Publication and Annual Complaints Information

This procedure will be made available to parents and carers and published on the SV Academy website. The Academy will also make available the number of complaints registered under the formal procedure during the preceding school year, as required by the Independent School Standards.

The historic complaint counts in the previous policy have been removed because the required disclosure is the number of formal complaints for the preceding school year. The current annual figure should be updated each year alongside this policy.

20. External Routes After the School Procedure

For an independent school, the Department for Education does not normally determine the outcome of an individual complaint. However, after the Academy's procedure has been used, concerns that the school is not meeting the Independent School Standards may be raised with the Department for Education. The Department may use information for regulatory purposes, including requesting inspection activity where appropriate.

Other external bodies may be relevant depending on the subject matter, for example the local authority for child protection concerns, the police for alleged criminal conduct, the Information Commissioner's Office for data protection matters, an awarding body or Ofqual for examination matters, or the First-tier Tribunal for certain SEND matters.

21. Monitoring and Review

The Headteacher will oversee the operational complaints log and ensure actions are completed. The Executive Headteacher will review themes, repeated concerns, timeliness and improvement actions as part of strategic quality assurance. Directors will maintain oversight of compliance with the Independent School Standards.

This policy will be reviewed annually and earlier where legislation, Department for Education guidance, the Academy's structure or provision changes.

Appendix 1 - Complaints / Compliments Form

This form may be used for a formal complaint or compliment. A formal complaint does not have to be submitted on this form; email or another accessible written format is acceptable.

Your name:

Student name (if applicable):

Relationship to student:

Address:

Email address:

Telephone number:

Is this a complaint or compliment?

What happened? Please include relevant dates, names and witnesses:

What action have you already taken to try to resolve the matter?

What outcome would you like SV Academy to consider?

Documents or other evidence attached:

Any reasonable adjustment, interpreter or communication support you require:

Signature (if submitted on paper):

Date:

Appendix 2 - Complaint Handling Summary

StageWho normally leadsTarget timescaleOutcome
1. Informal | Relevant staff / Headteacher / Executive Headteacher as appropriate | Acknowledge within 2 school days; response normally within 7 school days | Informal resolution or progress to Stage 2
2. Formal written | Headteacher, Executive Headteacher, Director or independent person depending on conflict | Acknowledge within 3 school days; outcome normally within 15 school days | Written findings, remedy / actions, right to request Stage 3
3. Panel hearing | Panel of at least 3 people with no prior direct involvement, including 1 independent member | Aim to convene within 20 school days; outcome normally within 5 school days of hearing | Final internal findings and recommendations

Key References

• Department for Education - Independent school standards guidance (April 2026)
• Education (Independent School Standards) Regulations 2014
• GOV.UK - Complain about a school: private schools
• Information Commissioner's Office

Policy reviewed and revised: September 2026

Next scheduled review: September 2027, or earlier if required.