Complaints Policy

Introduction

Animal Antiks / Different Steps CIC is committed to providing high-quality education and support for all our learners. We recognize that from time to time, concerns or complaints may arise, and we aim to resolve these promptly, fairly, and effectively. This Complaints Procedure outlines the process for raising and addressing complaints, ensuring transparency and accessibility for all stakeholders.

Purpose and Scope

This procedure applies to complaints from parents/carers, learners, and other stakeholders regarding any aspect of provision at Animal Antiks/Different Steps CIC. It covers complaints relating to:

• Quality of teaching and learning

• Behaviour and discipline

• Application of policies and procedures

• Health and safety concerns

• Issues related to staff conduct

• Facilities and resources

• Administrative matters

This procedure does not cover:

• Staff grievances (covered by the Staff Grievance Procedure)

• Student disciplinary issues (covered by the Behaviour Policy)

• Child protection concerns (covered by the Safeguarding Policy)

• Appeals against assessment decisions (covered by the Assessment Policy)

Principles

Our complaints procedure is guided by the following principles:

• All complaints will be taken seriously and dealt with impartially

• Complaints will be handled confidentially, with information shared only on a need-to-know basis

• Resolutions will be sought at the earliest possible stage

• Clear timescales will be provided for each stage of the process

• Complainants will be kept informed throughout the process

• The procedure will be accessible to all, with support provided where needed

• Learning from complaints will inform our continuous improvement

Informal Resolution (Stage 1)

Raising a Concern

Most concerns can be resolved informally through direct communication with the appropriate member of staff:

• For matters related to teaching and learning, speak with the Head of Education

• For pastoral or behavioural concerns, speak with a Designated Safeguarding Lead.

• For administrative matters, speak with the administrative team

Concerns can be raised in person, by telephone, or by email. The appropriate contact details will be provided in our welcome pack and on our website.

Response to Concerns

The staff member receiving the concern will:

• Acknowledge the concern within 2 working days

• Investigate the matter promptly

• Respond to the complainant within 5 working days

• Keep a record of the concern and actions taken

• Escalate to the Head of Operations if needed

If the concern is resolved at this stage, the matter is closed. If the complainant remains dissatisfied, they can proceed to Stage 2.

Formal Complaint (Stage 2)

Making a Formal Complaint

If a concern cannot be resolved informally, or is of a serious nature, a formal complaint should be made in writing to the Head of Provision using the Complaint Form (available from reception or downloadable from our website).

The form should include:

• Name and contact details of the complainant

• Details of the complaint including dates, times, and specific concerns

• Actions already taken to resolve the issue

• Desired outcome from the complaint

If assistance is required to complete the form, support will be provided by our administrative team.

Investigation Process

Upon receipt of a formal complaint, the Head of Provision will:

• Acknowledge receipt within 3 working days

• Appoint an investigating officer (if appropriate)

• Ensure a thorough investigation is conducted

• Review relevant documentation and speak with involved parties

• Maintain detailed records of the investigation

• Complete the investigation within 10 working days (or provide an explanation for any delay)

Resolution and Response

Following the investigation, the Head of Provision will:

• Provide a written response to the complainant

• Detail the findings of the investigation

• Explain the conclusion reached

• Outline any actions to be taken

• Advise on the right to escalate to Stage 3 if dissatisfied

If the complaint is resolved at this stage, the matter is closed and recorded in the Complaints Log.

Panel Hearing (Stage 3)

Requesting a Panel Hearing

If the complainant remains dissatisfied after Stage 2, they can request a Panel Hearing by writing to the Chair of the Management Committee within 10 working days of receiving the Stage 2 response.

The request should include:

• Reasons for dissatisfaction with the Stage 2 outcome

• Aspects of the complaint still unresolved

• Desired outcome from the Panel Hearing

Panel Composition

The Complaints Panel will consist of:

• The Chair of the Management Committee (or nominee)

• One other Management Committee member

• One independent person not involved in the management of the provision

None of the panel members will have been directly involved in the matters detailed in the complaint.

Panel Hearing Process

The Panel Hearing will be arranged within 15 working days of receipt of the Stage 3 request. The Clerk to the Management Committee will:

• Send written notification to all parties

• Circulate relevant documentation to all parties at least 5 working days before the hearing

• Arrange a suitable venue

• Take minutes of the proceedings

At the hearing:

• The Panel Chair will introduce everyone and explain the procedure

• The complainant will present their complaint

• Panel members may question the complainant

• The Head of Provision will respond to the complaint

• Panel members may question the Head of Provision

• Witnesses may be called and questioned (if appropriate)

• Both parties will summarize their position

• The hearing will be conducted in an informal but structured manner

Panel Decision

The Panel will deliberate in private and reach a decision which may include:

• Dismissing the complaint in whole or in part

• Upholding the complaint in whole or in part

• Recommending appropriate action to resolve the complaint

• Recommending changes to systems or procedures to prevent similar issues

The Panel's decision is final and will be communicated in writing to all parties within 5 working days of the hearing, including the reasons for the decision and any recommendations made.

Further Escalation

If a complainant believes that Animal Antiks / Different Steps CIC has not followed its procedures correctly, or that the complaint has not been addressed satisfactorily, they may refer the matter to:

• The Education and Skills Funding Agency (ESFA) for complaints related to funding agreements

• The Department for Education for complaints related to independent school standards

• The Local Authority for complaints related to EHC plan provision

Contact details for these bodies will be provided with the Panel's decision letter.

Time Limits

Complaints should be raised within three months of the incident or, where a series of incidents have occurred, within three months of the last incident. We may consider complaints outside of this timeframe if exceptional circumstances apply.

Serial, Persistent, or Vexatious Complaints

Animal Antiks / Different Steps CIC is committed to dealing with all complaints fairly and impartially. However, we do not expect our staff to tolerate unacceptable behavior. If a complainant's behavior becomes unreasonable, we may take action to limit their contact with our provision.

A complaint may be regarded as unreasonable if the complainant:

• Refuses to cooperate with the complaints investigation

• Insists on the complaint being dealt with in ways which are incompatible with this procedure

• Makes unjustified complaints about staff and seeks to have them replaced

• Changes the basis of the complaint as the investigation proceeds

• Repeatedly makes the same complaint despite previous investigations concluding that the complaint is groundless

• Acts in a way that is offensive, abusive, or threatening

In such cases, we will:

• Inform the complainant why their behavior is unacceptable

• Restrict contact to certain methods (e.g., letters only)

• Limit the number of contacts in a set period

• Appoint a single point of contact for all future correspondence

Monitoring and Reporting

All complaints will be recorded in a Complaints Log, including:

• Date of complaint

• Nature of complaint

• Stage reached

• Outcome

• Lessons learned

An anonymized summary of complaints will be presented to the Management Committee annually to identify any trends or systemic issues that need addressing.

Support and Accessibility

We are committed to ensuring this procedure is accessible to all. Support available includes:

• Provision of information in alternative formats

• Assistance with completing forms

• Interpreters for meetings if required

• Accessible meeting venues

• Advocacy support for vulnerable learners or parents/carers

To request any of these supports, please contact our administration office.