YSGOL PARCYRHUN
COMPLAINTS POLICY
INTRODUCTION
At Ysgol Parcyrhun, we strive to provide a good education for all our children.
The headteacher and staff work very hard to build positive relationships with
all parents. However, the school is obliged to have procedures in place in case
there are complaints by parents or guardians. The following policy sets out the
procedures that the school follows in such cases.
If any parents are unhappy with the education that their child is receiving, or
have any concerns relating to the school, we encourage them to talk to the
child’s class teacher immediately.
Both the school and the Governing Body follow the model complaints procedure
suggested by Welsh Government. It is a three-stage procedure:
Stage A - In the main, this includes an informal discussion with the teacher or
designated person. In most cases, we would expect that the issue which is the
cause for concern would be resolved informally at Stage A.
Stage B - If you feel that the matter which initially caused you concern has not
been resolved, you should submit a complaint in writing to the Headteacher. The
Headteacher will investigate your complaint and meet you.
Stage C - A formal complaint to the Chair of Governors. If the complaint is not
resolved at Stage B, a committee established by the governing body to deal with
complaints should consider the complaint.
A copy of the full Complaints Procedure is available on request from the
Headteacher.
(See Annex 1 of Complaints Procedures for school governing bodies in Wales
2012)
AIMS
Ysgol Parcyrhun aims to be fair, open and honest when dealing with any
complaint. We give careful consideration to all complaints, and deal with them as
swiftly as possible. We aim to resolve any complaint through dialogue and mutual
understanding. In all cases we put the interests of the child above all else. We
provide sufficient opportunity for any complaint to be fully discussed, and then
resolved.
Ysgol Parcyrhun
2
Complaints Policy
THE COMPLAINTS PROCESS
If a parent is concerned about anything to do with the education that we are
providing at our school, they should, in the first instance, discuss the matter as
soon as possible with their child’s class teacher through making an appointment.
In our experience most matters of concern can be resolved positively in this
way. All teachers work very hard to ensure that each child is happy at school,
and is making good progress; they naturally want to know if there is a problem,
so that they can take action before it seriously affects the child’s progress.
Where parents feel that a situation has not been resolved through contact with
the class teacher, or that their concern is of a sufficiently serious nature, they
should make an appointment to discuss it with the headteacher and put their
complaint in writing. The headteacher considers any such complaint very
seriously, and investigates each case thoroughly. Most complaints are normally
resolved by this stage. We aim to have a meeting with parents and plan what
will happen within 10 school days of receiving your letter.
If parents feel that their complaint has not been dealt with fairly then you
should write, through the school’s address to the chair of governors setting out
your reasons for asking the governing body’s complaints committee to consider
your complaint.
The governing body will normally have a meeting with you within 15 days of
receiving your letter. After hearing all the evidence, the governors will consider
their decision and inform the parent about it in writing within 10 school days of
the meeting.
The governing body’s complaints committee is the final arbiter of complaints.
MONITORING AND REVIEW
The governors monitor the complaints procedure, in order to ensure that all
complaints are handled properly.
Governors take into account any local or national decisions that affect the
complaints process, and make any modifications necessary to this policy. This
policy is made available to all parents, so that they can be properly informed
about the complaints process.
This policy was reviewed by the staff on 7 /11/16.This policy was re- adopted by
the Governing Body of Parcyrhun School on 9/11/16
Signed: _______________ Chair of Governors
Signed: _______________ Headteacher
Ysgol Parcyrhun
3
Date: _______________
Date: _______________
Complaints Policy