FORMAL COMPLAINTS PROCEDURE

The Heathland School has a formal complaints procedure. The purpose is to ensure that serious complaints are dealt with appropriately, thoroughly and fairly.

THE STAGES OF COMPLAINT Stage one: complaint heard by a responsible member of staff (though not the subject of the complaint) Stage two: complaint heard by Headmaster and/or nominee Stage three: complaint received (in writing) by Chairman of Governors or a Governors Appeal Panel

INVESTIGATING COMPLAINTS Whenever a formal complaint is received it will be investigated. The person investigating the complaint will: Clarify the nature of the complaint and what remains unresolved Meet with the complainant or contact them Clarify what the complainant feels would put things right Keep appropriate notes

RESOLVING COMPLAINTS At each stage in the procedure we will remain mindful of ways in which a complaint can be resolved.

VEXATIOUS COMPLAINTS If despite following appropriate procedures the complainant remains dissatisfied, or tries to reopen the same issue, the Chairman of the Governing Body will inform them in writing that the procedure has been exhausted and that the matter is now closed.

APPENDIX B TO KP103 COMPLAINTS COMPLAINT FORM

Please complete and return to: The Headmaster, The Heathland School, Wellington Road South, Hounslow, Middlesex, TW4 5JD

Your name:

Pupils name:

Your relationship to the pupil:

Address:

Postcode: Day time telephone number: Evening telephone number: Please give details of your complaint.(Continue on separate sheet if required)

What action, if any, have you already taken to try and resolve your complaint. (Who did you speak to and what was the response)?

What further actions do you feel might resolve the problem at this stage?

Are you attaching any paperwork? If so, please give details.

Signature:

Date:

------------------------------------------------------------------------------------------------------------------Official use Date acknowledgement sent:

By who:

Complaint referred to: Date: