The following principles will be observed whenever a complaint is made.
- Procedures should be as speedy as possible. Each stage of the procedure has known time limits. Where it is not possible to meet these, information about progress will be given to the complainant.
- Confidentiality. We will treat conversations and correspondence with discretion. However, from the outset all parties to a complaint need to be aware that some information may have to be shared with others involved in the operation of the complaints procedure.
- Anonymous complaints. We will usually disregard anonymous complaints unless the complainant is prepared to identify themselves.
- Record keeping. Complaints will be recorded and monitored termly by the Headteacher and reported to the Governing Body.