Do you have a concern about APS?

Do you have a concern about APS?

Advice for parents / carers on complaints

APS welcomes feedback from parents/carers, whether negative or positive, through its normal communication channels. We are committed to communicating with our parents/carers in a way that avoids them feeling the need to make a complaint. We do this by encouraging parents/carers to contact us if they have a concern about an aspect of their child’s experience with us.

The first step for any parent / carer who wishes to raise a concern is to contact the relevant member of staff, for example your child's teacher, by telephone or email.  You will then be able to make an appointment to meet the staff member personally or to agree a mutually convenient time to speak to the teacher on the telephone. If you feel you would have difficulty discussing your concern with a particular member of staff you should contact the school to arrange to meet a different staff member to discuss your concern, for example your child’s Director of Studies.

1) I haven't been able to resolve my concern to my satisfaction.  How do I make a complaint?

If you are not able to resolve a matter of concern after you have followed the advice above you may wish to refer the matter to the school as a complaint. It will then be dealt with under the APS Complaints Procedure (most recent version September 2015). The summary below sets out the stages in the Procedure. If you would like a full copy of the Procedure please contact the Headteacher’s PA, Pauline McWeeney on 0208 826 4876 or pmcweeney@apsch.org.uk

NB It is important for parents/carers to note that the day to day management of the school is the responsibility of the Headteacher and staff alone. Individual Governors, the Governing Body or members of APSA cannot intervene in such matters.

2) How will the school deal with my complaint?

The school will deal with a complaint from a parent / carer by following the procedures set out below.

1Stage 1 - Investigation by a member of staff

This will be used when attempts to resolve a concern have been unsuccessful.

Procedure Timeframe Outcome
  • An appropriate member of staff, usually a Director of Studies, will investigate the complaint. S/he will arrange to meet the complainant if necessary. Every attempt will continue to be made to resolve the complaint Stage 1.
  • Generally, the school will investigate a Stage 1 complaint within 10 working days. If the investigation implies a need for a longer period, the complainant will be informed accordingly.
  • The complainant will be advised of the outcome of the investigation and of any action to be taken, if appropriate. The outcome of the investigation may be communicated orally or in writing.

2Stage 2 - Investigation by the Headteacher or member of the senior leadership team (SLT) delegated to carry out an investigation by the Headteacher.

This will be used if a complainant believes that attempts to resolve a complaint at Stage 1 have been unsuccessful.

Procedure Timeframe Outcome
  • The complainant should explain in writing to the Headteacher why s/he does not believe the complaint has been resolved satisfactorily under Stage 1 of the Procedure.
  • The communication from the complainant must make clear the nature of the complaint and how it has affected the complainant.
  • It must also note the evidence offered in support of the complaint and include an indication of the desired outcome if the complaint is upheld.
  • The Headteacher will respond to the letter of complaint in writing, wherever possible within 5 working day of receipt.
  • The Headteacher or a senior manager to whom the task has been delegated will investigate a Stage 2 complaint, wherever possible, within 10 working days.
  • If the investigation implies a need for a longer period the complainant will be informed accordingly.
  • The aim of the investigation will be to seek to resolve the complaint, regardless of whether the complaint itself is found to be fully justified, partly justified or unfounded.
  • Where a complaint is found to be partly or fully justified, the feedback will include an apology and reference to any steps that APS will take to improve systems or procedures in light of the outcome of the investigation.
  • The complainant will receive feedback on the outcome of the investigation in writing.

3Stage 3 - Investigation by the Governing Body Complaints' Committee

This will be used if the Headteacher has been unable to resolve the complaint

NB If the complaint is about the Headteacher, the Chair of the Governing Body will invite the Headteacher to respond to the complaint in writing within 10 school days. The Chair will send a copy of the Headteacher’s response to the complainant and the parent/carer will be asked to indicate within 5 school days of receipt of the response whether s/he is satisfied that the response addresses the complaint that has been made. If parent/carer is not satisfied that it does so, s/he should progress the matter under Stage 3*, as summarised below.

Procedure Timeframe Outcome
  • The complainant should write to the Governing Body (via the Clerk to the Governing Body) explaining why s/he does not believe the complaint has been resolved satisfactorily under Stage 2 of the Procedure
  • Generally, the letter of complaint from the complainant will be acknowledged in writing within 5 working days of receipt.
  • The Governing Body will seek to investigate a Stage 3 complaint within 20 working days. If the investigation implies a need for a longer period, the complainant will be informed accordingly
  • Where a complaint is found to be partly or fully justified, the feedback will include an apology and reference to any steps that the Governing Body will require APS to take to improve systems or procedures in light of the outcome of the investigation.
  • The complainant will receive feedback on the outcome of the investigation in writing

*Fuller details of the procedure that will be followed at the Governing Body Complaints Panel will be provided in advance of the meeting. These are set out in the APS Complaints Policy, the most recent version of which is June 2015.