Complaints Policy Procedure
Complaints Procedure
At Everly East Academy, we are committed to maintaining positive, open and respectful relationships with our pupils, parents, carers, local authorities and all stakeholders. We recognise that, on occasion, concerns may arise, and we welcome the opportunity to address them promptly, fairly and transparently. We encourage concerns to be raised as early as possible so that they can be resolved quickly and informally wherever appropriate. Our complaints procedure is designed to ensure that every concern is taken seriously, investigated thoroughly and resolved in a fair, impartial and timely manner.
Stage One - Informal Resolution
Most concerns can be resolved quickly through informal discussion with the appropriate member of staff. Parents, carers or other complainants are encouraged to contact the member of staff involved, or the Headteacher, as soon as possible to discuss their concerns. Every effort will be made to listen carefully, clarify the issues raised and work collaboratively towards a satisfactory resolution without the need for a formal complaint.
Stage Two – Formal Complaint
If a concern cannot be resolved informally, or if the complainant remains dissatisfied, a formal complaint may be submitted in writing to the Headteacher (or to the Proprietors if the complaint concerns the Headteacher).
The complaint will be acknowledged promptly and investigated thoroughly. This may include reviewing relevant documentation, speaking with those involved and gathering any necessary evidence. A written response outlining the findings, conclusions and any actions taken will be provided within the timescales set out in the school's Complaints Policy.
Stage Three – Complaints Panel Hearing
Where the complainant remains dissatisfied following the formal investigation, they may request that the complaint is considered by a Complaints Panel.
The panel will review the complaint independently and fairly, considering all relevant evidence before reaching a decision. The complainant will be invited to attend the hearing and may be accompanied by another person if they wish.
In accordance with the Education (Independent School Standards) Regulations, the Complaints Panel will include at least one person who is independent of the management and running of Everly East Academy. Following the hearing, the panel's decision and any recommendations will be communicated in writing. The panel's decision represents the final stage of the school's complaints procedure.
Confidentiality
All complaints will be handled with sensitivity and confidentiality. Information relating to complaints will only be shared with those who need to know in order to investigate and resolve the matter. Records of formal complaints, together with whether they were upheld, will be retained securely in accordance with the school's record retention procedures.
Accessibility
Everly East Academy is committed to ensuring that our complaints procedure is accessible to everyone. If assistance is required to access or complete any part of the complaints process, or if information is needed in an alternative format, please contact the school and reasonable adjustments will be made wherever possible.
Accessibility
Everly East Academy is committed to ensuring that our complaints procedure is accessible to everyone. If assistance is required to access or complete any part of the complaints process, or if information is needed in an alternative format, please contact the school and reasonable adjustments will be made wherever possible.
Number of Formal Complaints
Formal complaints registered during the preceding academic year: Nil
As Everly East Academy is a newly established independent school, no formal complaints have been registered during the preceding academic year.
Complaints Policy Procedure
Complaints Statement
At Everly East Academy, we are committed to fostering a culture of openness, honesty and mutual respect. We believe that positive relationships between the school, families and the wider community are built through effective communication and collaboration. Whilst we strive to provide an exceptional standard of education and care, we recognise that concerns or complaints may occasionally arise.
We welcome feedback as an opportunity to reflect, learn and continually improve our provision. Every concern will be treated with sensitivity, fairness and impartiality, with the wellbeing and best interests of our pupils remaining at the heart of every decision. Our complaints procedure provides a clear, transparent and structured process to ensure that all concerns are listened to, investigated appropriately and resolved as promptly as possible.
Our aim is always to resolve concerns informally wherever appropriate, maintaining positive relationships and working collaboratively with families. Where this is not possible, our formal complaints procedure ensures that every complaint is handled consistently, confidentially and in accordance with the Education (Independent School Standards) Regulations 2014.