Complaints & Compliments Procedure
Statement of Intent
StreetVibes Media Academy (SV) wants to deliver the best possible service to you. It is in everyone’s interest that complaints are resolved at the earliest possible stage. SV seeks to create an inclusive and caring school community that responds quickly to resolve complaints and maintain good relationships with staff, students and parents. We also welcome your feedback, including positive feedback and compliments. This Policy and Procedure is aimed at students and parents of the school.
General Complaints Procedures
First Stage – Making a Complaint on an Informal Basis
Students and parents can speak to the member of staff concerned about a complaint. Where it is difficult to discussthe matter with the member of staff, the Head of Learning will suggest another member of staff. It is important that the complaint is considered objectively and fairly, and if the member of staff concerned feels unable to hear the complaint objectively, s/he may refer the complaint to another staff member. If the complaint concerns the Head it will be referred to the Managing Director, or the referring school or local authority.
After investigating, a response will be given, where possible, within 7 school days. If you are not satisfied with the response, you may send a written complaint to the school within 10 school days of receiving the response.
Second Stage – Formal Stage
If you are not satisfied with the way your complaint was handled at the Informal Stage, you can write to the school using a Complaints Form (see below). The school will write to you within 2 school days, where possible, to say they have received your written complaint. The Head will thoroughly investigate the complaint, review all the information and discuss the findings, together with any recommendations or apology, with you. The Head will then write to you with his decision where possible, within 10 school days of receiving your complaint. We will seek to resolve the majority of complaints at this stage.
Third Stage – Complaint Heard by Complaints Appeal Panel
If you are still not satisfied, you may complain in writing to the Managing Director. The Managing Director may contact you directly to understand more about the complaint and to seek a resolution. If you are still unhappy with the outcome of the complaint, then the Managing Director will convene a Complaints Appeal Panel. The Panel can include the referring school or local authority and will consist of at least one person who is not directly involved in the matters detailed in the complaint. One of the Panel members will be independent of the management and running of the school. The Panel may choose its own chair. This is the last stage of the school complaints procedure.
The Panel can:
- 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’s systems or procedures to ensure that problems of a similar nature do not recur.
The Complaints Appeal Panel will meet within 20 school days. The student and parent/carer will be invited to attend this meeting at least 10 school days before it happens. Parents can be accompanied to this meeting if they wish. Everyone at this meeting as well as the Head, Managing Director and, where relevant, the person complained about, will receive in writing the decision and recommendations of the Complaints Committee within 5 school days. The Committee’s decision is final.
SV maintains a written record of all complaints, and of whether they are resolved at the preliminary stage or proceed to a panel hearing. All correspondence, statements and records relating to individual complaints are kept confidential except where the Secretary of State or a body conducting an inspection under section 163 of the 2002 Act requests access to them.
We will not normally investigate anonymous complaints. However, the headteacher or Chair of Governors, if appropriate, will determine whether the complaint warrants an investigation.
You must raise the complaint within three months of the incident or, where a series of associated incidents have occurred, within three months of the last of these incidents. We will consider complaints made outside of this time frame if exceptional circumstances apply.
Complaints received outside of term time
We will consider complaints made outside of term time to have been received on the first school day after the holiday period.
Withdrawal of a Complaint
If a complainant wants to withdraw their complaint, we will ask them to confirm this in writing.
This policy will be reviewed annually. This policy was last reviewed 3rd September 2021.
Please complete and return to the Head of Learning who will acknowledge receipt and explain what action will be taken.
Please give brief details, if any, of what action you have already taken to try and resolve your complaint, or details of your compliment. (Who did you speak to and what was the response?)
Please give details of your complaint, including dates, names of witnesses etc. You may continue on separate paper, or attach additional paperwork if you wish.
This policy was last reviewed March 2023.