Complaints Policy

Kemball School

“We can because we try”



Complaints Policy



This policy was adopted by the Governing Body at its meeting held on 16th July 2015

Kemball School

Complaints Procedure


  • To be fair, open and honest when dealing with any complaint
  • To resolve a complaint through dialogue and mutual understanding
  • To put the interests of the students above all else


  • The first “port of call” regarding a concern about a student shall be the class teacher
  • The parent/carer should follow the procedure outlined if satisfaction is not gained by the above course of action
  • A committee of governors and the Headteacher considering a written complaint will not include any governor already involved in the process

Attached information for implementation of policy:

  • The complaints process
  • Monitoring and review of complaints


1. The complaints process

1.1 Where you feel that a situation has not been resolved through contact with the class teacher, or that your concern is of a sufficiently serious nature, you should make an appointment to discuss it with the Headteacher. The complaint will be taken very seriously and investigated thoroughly. Most complaints are normally resolved at this stage. However, if the matter is not resolved to your satisfaction stage 1.3 should be followed.

1.2 Should you have a complaint about the Headteacher, you should contact the Chair of Governors, who will investigate it. The Chair will do all she can to resolve the issue through dialogue with the school, but if you are unhappy with the outcome, you can make a formal complaint, as detailed below.

1.3 Only if an informal complaint fails to resolve the matter should a formal complaint be made to the Governing Body. This complaint must be made in writing, stating the nature of the complaint and how the school has handled it to date. You should send this written complaint to the Chair of Governors.

1.4 The committee of three governors and the Headteacher will consider all written complaints within two weeks of receipt. A meeting with the complainant will be arranged to discuss the problem within a further two weeks. The complainant will be given at least seven days’ notice of the meeting.

1.5 After hearing all the evidence, the governors will decide on a course of action and inform you in writing.

1.6 If you consider that the Governing Body has not acted properly in carrying out its investigation into your complaint you have the right to complain to the Local Authority (LA) as it has a responsibility to ensure that Governing Bodies act properly. The LA does not have the power to instruct the Governing Body to reverse its decision but will want to satisfy itself that the Governing Body has conducted the investigation fairly.

In the unlikely event that you will need to complain to the LA about the Governing Body’s handling of the complaint please write to the Director of People (Adult and Children Services)

 Please note that the LA can only act when each step of the school’s complaints procedure has been followed. If you think that your school’s Governing Body or your LA is acting “unreasonably” you can write to the Secretary of State for Education. Complaints to the Secretary of State are handled by the government’s Department for Education (DfE). (

2 Monitoring and review

2.1 The governors monitor the complaints procedure in order to ensure that all complaints are handled properly.

2.2 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/carers so that they can be properly informed about the complaints process.

2.3 This policy will be reviewed and updated, if required, every two years.