Complaints Policy
This policy has been written with reference to guidance from the SEIF and Staff Handbook.
The complaints procedure is made available to parents in a number of ways:
- A copy of the Complaints Procedure is made available to all new parent’s along with the “Contract”
- A copy of the Complaints Procedure is made available on the school web page
- A copy of the Complaints Procedure is made available to parents on request.
Philosophy
Trinity Christian School operates as a partnership between home and the school and seeks to serve parents in the Biblical mandate of educating
their children. One crucial factor in this partnership is good, effective and open communication between parents, the school and governors. The
more active and involved parents are in the life of the school the more effective we are in communicating and fulfilling the aims of the school. Nonetheless
it is still recognised that there may be times when parents have concerns that need further attention.
If complaints do occur they will be taken seriously, dealt with promptly, and resolved in a biblical manner.
Good, positive relationships between pupils, parents, staff and Trinity Christian School are vital if we are to achieve the school’s aims. If disputes occur
they will be taken seriously, dealt with promptly, and resolved in a biblical manner.
Established procedures should be followed so that disputes can be settled quickly and fairly. “Let all things be done decently and in order” (1 Corinthians 14:40)
Resolution of Complaints and Disputes
Any person who has a complaint should follow the appropriate procedure. When problems first occur, our personality and temperament can be affected by anger. It would be appropriate to take time to “put off all these: anger, wrath, malice…” and “put on tender mercies, kindness, humility, meekness, long-suffering: bearing with one another…” (Colossians 3:1-17)
Stage 1
In the first instance, the complainant should first approach the person they have a complaint against to attempt a resolution. A parent should not complain directly to a pupil. Such meetings should be informal and private and used to discover the facts. In the Primary setting the complaint should be discussed with the class teacher and in the Secondary setting the complaint should be discussed with the Subject teacher (Form teacher)
Stage 2
If after these meetings a resolution is not reached either party should make an appointment with the Headteacher through the school office.
The Headteacher will meet both parties ( this meeting will take place within 5 working days of the contact being made) as a mediator to establish the facts,
make sure that both parties understand them, suggest a way forward or make a decision as to what each party should do. If an investigation is required into
the facts of the dispute, the Headteacher will keep both parties informed as to progress during consideration of the complaint. A record will be kept of complaints reaching this level and beyond.
Stage 3
If either party is unhappy with the Headteacher’s decision, they should write to the Chair of Governors outlining their complaint. The Chair of Governors, at his/her discretion, may intervene and attempt to resolve the complaint before it is brought before a full Governors’ meeting.