Should you need to complain

How to complain for parents of children with special needs

The stages of complaints are similar to those in the policy but please note the changes below.

The Stages of Complaints
 

1. Complaint brought to the attention of the class teacher or person offering the service.

Here at Fairfield, there are a number of staff parents can contact regarding their child’s needs. The first point of call would be to Mrs. Wood who is our special needs co-ordinator.  Mrs. Wood can be contacted by appointment with her or through the office.

1. Complaint heard by headteacher.

If the concern remains unresolved or is difficult to resolve, Mrs Mercer, the Headteacher, will become involved and to help resolve the concern. It may also be necessary, at this stage, to consult with outside agencies.

1. Complaint referred to the Chair of Governors or their representative for them to resolve.

Only in exceptional circumstances would the governing body become involved and that is because we have a real passion about helping children and their families to the best of our ability.

1. Complaint heard by Governing Body’s Complaints Panel and formal complaints procedure used (Governors involved previously would not be able to hear the complaint at this stage).

 
 
Investigating Complaints largely remains the same
 
At each stage, the person investigating the complaint will:

• establish what has happened so far, and who has been involved;
• clarify the nature of the complaint and what remains unresolved;
• meet with the complainant or contact them (if unsure or further information is necessary);
• clarify what the complainant feels would put things right;
• interview those involved in the matter and/or those complained of, allowing them to be accompanied if they wish;
• conduct the interview with an open mind and be prepared to persist in the questioning;
• Keep notes of the interview.