- About Us
- Academy Info
- Parent Zone
- Year 7 - 11
- Sixth Form
- News & Events
- Dear Boris...
- Paddington Academy Hosts the CBI
- PA students being interviewed by the Guardian on their GCSE results
- Best Results Ever!
- Bonjour Paris!
- PA Gold Awards 2012
- PA Sailing Adventure
- The Power of PA Students` Voice
- Will Smith Befriends PA Student
- Leading The Way In Celebrating Cultural Diversity
- Top Award for PA Army Cadet
- The Search for Blue Minds Competition
- Outward Bound Trip to Lake District
- UCAS Mentoring Event at the Hilton Metropole Hotel
- Results Day
- Paddington Success Nationally
- Contact Us
- 19th May 2013
Model Complaints Procedure
It is recognised that parents/carers will, from time to time, have normal and legitimate concerns about the progress, achievement, behaviour or welfare of their son or daughter. Parents are encouraged to make those concerns known to staff in the Academy so that they can be addressed in partnership with the Academy. Almost invariably, the sooner such concerns are raised the easier it is for an appropriate resolution to be found.
A concern or complaint may be raised with any member of staff. At Paddington Academy this would normally be your child’s Head of Year. That person will try and resolve the matter or will refer you to the appropriate person.
The member of staff will make a written record of all concerns and complaints and the date on which they were received. If the matter cannot be resolved within 3 school days or in the event that you are not satisfied, you will be advised to proceed to make a formal complaint to the Complaints Coordinator. If the complaint concerns the Principal, the Vice Principal Complaints Co-ordinator would normally refer you to the Chairman of the LGB.
Stage One: Complaint Heard by Staff Member
If you need to make a formal complaint it should be in writing and sent to the Vice Principal Complaints Coordinator. If you have difficulty in putting your complaint in writing, you are asked to make an appointment with the Complaints Coordinator who will help you do that. The Complaints Co-ordinator may appoint a member of staff to deal with the paperwork but not the decisions taken.
The Complaints Coordinator will decide the best person to hear the complaint. It would be helpful if you could indicate if there is someone with whom you might have difficulty discussing the complaint so that your views can be respected. Similarly, if the member of staff directly involved feels too compromised to deal with the complaint, the Complaints Coordinator may consider referring you to another staff member. The member of staff may be more senior but does not have to be.
In most instances, there will need to be an investigation in order to understand the circumstances surrounding the complaint. That investigation will normally be undertaken by the Complaints Coordinator.
If the matter cannot be resolved within 5 school days following receipt of the written complaint or in the event that you are not satisfied, you will be advised to take your complaint to the second stage of this procedure.
The Complaints Coordinator will make a written record of the complaint, the date on which it was received the date on which the matter was dealt with and the outcome of the procedure. You will receive a copy of this written record within a reasonable time following this process.
Stage Two: Complaint Heard by the Principal
If you are not satisfied with the outcome of stage one, if you feel that your complaint is sufficiently serious or if you are dissatisfied with the way in which your complaint has been handled, you may take your complaint to the second stage of this procedure.
You should put your complaint in writing to the Principal. Again, if you have difficulty in doing that, you are asked to seek assistance from the Complaints Coordinator.
The Principal may delegate the task of collating the information to another staff member but not the decision on the action to be taken. The decision in respect of this complaint will normally be made within 5 school days of the Principal receiving the complaint. If the Principal feels that it is necessary, within reason, to ask for additional time, you will be informed.
Osama Darwish, vice principal of community.