COMPLAINTS PROCEDURE
FOR
Howard Primary School & Nursery Unit
CONTENTS
Here at Howard Primary School and Nursery Unit Primary, we take complaints very seriously.
We have the best interests of all our pupils and their families at the centre of all we do. In this regard, we encourage anyone with a concern to speak to us as soon as possible. If concerns are dealt with at an early stage, then they are more likely to be resolved and there is no unnecessary dissatisfaction.
Many issues can be addressed simply by talking to the relevant staff in school who will be happy to help. Open communication and regular engagement between the school staff and the wide range of users is vital to the effective management of the school.
We welcome open communication with our staff; you can speak to staff by: telephone, in the mornings or by making an appointment.
If you have any issues please talk to the teacher as soon as possible.
Concerns about matters other than in the classroom should be raised with the Principal.
We take all concerns seriously and make every effort to resolve matters as quickly as possible.
When dealing with complaints the school will;
encourage resolution of all concerns as quickly as possible
provide timely responses to concerns and complaints
keep you informed of progress
ensure a full and fair investigation of your complaint where appropriate
have due regard for the rights and responsibilities of all parties involved
respect confidentiality
fully address complaints and provide an effective response
take appropriate action to rectify the issue and prevent it happening again
where appropriate
be responsive to learning from outcomes which will inform and improve
practice within the school.
A copy of this Procedure is available on the school’s website or is available from the
school on request.
Stage 1 Write to the Principal
Stage 2 Write to the Chairperson of B.O.G
Time Limit
Please contact the school as soon as possible, unless there are exceptional circumstances,
complaints will normally only be considered within 6 months of origin of the complaint to
the school.
Stage One
When making a complaint, contact the school Principal who will arrange for the complaint
to be investigated. If the complaint is about the Principal, proceed to Stage Two.
The school requires complaints to be made in writing, where this may present difficulties, please contact the school which will make reasonable arrangements to support you with this process.
Please provide as much information as possible including;
name and contact details
what the complaint is about
what has already been done to try to resolve it and
what you would like the school to do to resolve the complaint.
The complaint will normally be acknowledged within 5 school working days and a response
normally made within 20 school working days of receipt of the complaint. This response will
be issued in writing by the Principal and will indicate with reasons whether the complaint
has been upheld, partially upheld or not upheld.
These timeframes may need to be reviewed if complaints are ongoing during school holiday periods.
If you remain unhappy with the outcome at Stage 1, the complaint may be progressed to
Stage 2 which is overseen by the Board of Governors.
Stage Two
If the complaint is unresolved after Stage One, write to the Chairperson of the Board of
Governors (care of the school and marked ‘private and confidential’). Where this may
present difficulties, please contact the school which will make reasonable arrangements to
support the complainant with this process. The Chairperson will convene a committee to
review the complaint. Please provide as much detail as possible as indicated above.
The complaint will normally be acknowledged within 5 school working days and a final
response normally made within 20 school working days from date of receipt of the
complaint. The response will be issued in writing by the Chairperson of the committee.
These timeframes may need to be reviewed if complaints are ongoing during school holiday periods.
Northern Ireland Public Services Ombudsman (NIPSO)
If following Stage Two you remain dissatisfied with the outcome of your complaint, you can
refer the matter to the Office of the Northern Ireland Public Services Ombudsman (NIPSO).
The Ombudsman provides a free, independent and impartial service for handling complaints
about schools in Northern Ireland. You have the right to complain to the Ombudsman if you
feel that you have been treated unfairly or have received a poor service from a school and
your complaint has not been resolved to your satisfaction.
A complaint should normally be referred to NIPSO within six months of the final response
from the School. The school must advise in its concluding letter that the complaint may be
referred to the NIPSO if you remain dissatisfied.
Contact details for NIPSO are:
Northern Ireland Public Services Ombudsman
Office of the Northern Ireland Public Services Ombudsman
Progressive House
33 Wellington Place
Belfast
BT1 6HN
Freepost: FREEPOST NIPSO
Telephone: 02890 233821
Freephone: 0800 34 34 24
Email: nipso@nipso.org.uk
Web: www.nipso.org.uk
4.1 The Complaints Procedure sets out how any expression of dissatisfaction relating to
the school will be managed. By taking concerns raised seriously at the earliest possible
stage, it is hoped that issues can be resolved quickly and effectively.
Some examples of complaints dealt with;
not following school policy
communication delays / lack of communication
difficulties in staff / pupil relationships.
4.2 Complaints with separate established procedures
Some examples of statutory procedures and appeal mechanisms are listed below. The list is
not exhaustive. The Principal/ Chair of Governors will advise on the appropriate procedure
to use when the complaint is raised.
Matters may still be referred to NIPSO, if it is felt that maladministration has occurred.
Exceptions
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• Admissions / Expulsions / Exclusion of children from school
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Contact www.eani.org.uk Director of Operations and Estates Sara Long
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Statutory assessments of Special Educational Needs (SEN)
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Contact www.eani.org.uk Director of Children and Young People’s Services Dr Clare Mangan
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School Development Proposals |
Contact www.eani.org.uk Director of Education John Collings
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Child Protection / Safeguarding |
Contact www.eani.org.uk Director of Children and Young People’s Services Dr Clare Mangan
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4.3 The school will not normally investigate anonymous complaints, unless deemed by
the Chairperson of the Board of Governors to be of a serious nature. The decision of
whether to deal with such complaints will be at the discretion of the Board of
Governors.
5.1 Your rights as a person making a complaint
In dealing with complaint we will ensure;
fair treatment
courtesy
a timely response
accurate advice
respect for privacy – complaints will be treated as confidentially as possible
allowing for the possibility of consultation with other appropriate parties
about the complaint and
clear reasons for decisions.
5.2 Your responsibilities as a person making a complaint
In making a complaint it is important to;
raise issues in a timely manner
treat our staff with respect and courtesy
provide accurate and concise information in relation to the issues raised
use these procedures fully and engage with them at the appropriate levels.
5.3 Rights of parties involved during the investigation
Where a meeting is arranged the complainant may be accompanied but not
represented by another person.
This Procedure does not take away from the statutory rights of any of the
participants.
5.4 Timeframes
Where concerns are raised with the relevant Teacher or Principal, a response will
normally be provided during the meeting or within an agreed timeframe.
Stage 1 – Normally acknowledge within 5 school working days, response normally
within 20 school working days
Stage 2 – Normally acknowledge within 5 school working days, response normally
within 20 school working days
If, for any reason, the review of a complaint takes longer to complete, you will be
informed of revised time limits and kept updated on progress.
These timeframes may need to be reviewed if complaints are ongoing during school holiday periods.
6.1 Equality
The school requires complaints to be made in writing. Where this may present difficulties,
please contact the school which will make reasonable arrangements to support the
complainant with this process.
6.2 Unreasonable Complaints
The school is committed to dealing with all complaints fairly and impartially, and to
providing a high quality service to those who complain.
There will be occasions when, despite all stages of the complaints procedure having been
completed and the complaint having been reviewed by the Ombudsman, the complainant
remains dissatisfied. If they try to re‐open the same issue, the Chair of Governors will
inform them that the procedure has been completed and that the matter is now closed.
If the complainant repeatedly continues to contact the school with the same issue it may
choose not to respond.