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Complaints Procedure
BARNSLEY METROPOLITAN BOROUGH COUNCIL
NOTES FOR GUIDANCE FOR GOVERNING BODIES ON THE PROCEDURE TO BE FOLLOWED IN DEALING WITH COMPLAINTS UNDER SECTION 23 OF THE 1988 EDUCATION REFORM ACT OPERATIVE FROM 1 SEPT, 1989.
1. These notes should be read in conjunction with the LEA’s general documents on procedures to be followed in dealing with complaints under Section 23.
2. It is expected that, as far as possible, complaints arising under Section 23 will be dealt with informally by reference to the Head teacher and staff of the school. It is only when the complainant remains dissatisfied with this informal procedure that formal reference to the Governing Body should be employed.
3. Formal complaints must be made in writing to the Clerk of Governors who will decide whether the complaint should be referred to the Governing Body or LEA, as appropriate. The complainant must specify clearly the specific nature of the complaint and that he/she wishes it to be investigated and considered formally by the Governing Body. It is expected that complaints will be dealt with as speedily as is reasonably possible and that the Clerk will keep the complainant informed during this process, particularly if delays occur.
4. The Clerk will:
i. Acknowledge the complaint in writing;
ii. Arrange for it to be investigated and considered by the Governing Body under arrangements which they have previously determined by resolution of a full Governing Body meeting. This might be via (a) the Chairperson and Vice Chair person acting under delegation, (b) by a small standing sub committee of Governors or (c) the full Governing Body. For reasons of effective and speedy disposal of complaints it is recommended that (a) or (b) above be the agreed method;
iii. Supply copies of the complaint to the relevant Governors and to the LEA’s designated officer.
5. The complainant will, if they request it, be allowed to make personal representations at a meeting of the Governors who are dealing with the complaint. This meeting should be arranged by the Clerk as soon as practicable. The complainant may be accompanied, if desired, by a friend, representative or interpreter. At this stage there is no necessity to respond to the complaint.
6. The Governors dealing with the complaint may carry out the investigation themselves or via the Head teacher who must report his/her findings to them for consideration.
7. Having made a thorough investigation, the Governors dealing with the complaint will consider what response is to be made and when this has been determined the Clerk should write accordingly to the complainant (and inform the LEA’S designated officer) of the outcome, giving details of the governors’ conclusions, their reasons for it and the action (if any) which has been taken or which they propose to take to resolve the complaint.
8. The Clerk will also inform the complainant that if he/she may refer the matter to the LEA via the designated officer under the approved general procedures. 9. The guidance and advice of the LEA’s Officers and Advisers will be available to the Governing Body and Head teacher during the procedure for dealing with any formal complaint to the Governing Body.
9. The guidance and advice of the LEA’s Officers and Adviser will be available to the Governing Body and Head teacher during the procedure for dealing with any formal complaint to the Governing Body.
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