Making a complaint
We want all children and their families to be happy with the education and care that we offer and the policies and procedures we follow. However on occasions you may have a concern about a school or the trust that you want to raise.
The majority of issues raised by parents, the community or pupils, are concerns rather than complaints.
- A ‘concern’ may be defined as ‘an expression of worry or doubt over an issue considered to be important for which reassurances are sought’.
- A complaint may be generally defined as ‘an expression of dissatisfaction however made, about actions taken or lack of action’.
- Any person, including members of the general public may make a complaint; an academy must not limit complaints to parents or carers of children who are registered at the academy.
Each school within ELAN aims to work in partnership with parents and the community and maintain open and positive relationships. Careful consideration will be given to all concerns and complaints and they will be dealt with as quickly as possible. As a trust we are committed to taking concerns seriously, at the earliest stage, in the hope of keeping the number of formal complaints to a minimum and without needing formal procedures.
We aim to resolve any complaint through dialogue and mutual understanding and will ensure sufficient opportunity is given for any complaint to be fully discussed and resolved.
The Extend Learning Academies Network (ELAN) is required to have a complaints procedure that meets the standards set out in the Education (Independent School Standards (England) Regulations 2014 Schedule 1, Part 7.
Any queries, concerns or complaints about SEND provision by parents or carers should initially be raised informally, whether by e-mail, letter or a telephone conversation with the school’s SENDCo. The SENDCo will investigate and use reasonable endeavours to follow up with the parent/carer within five school days from receiving the complaint. If this contact does not resolve the matter, parents/carers should follow the formal process, as set out in our complaints policy and procedure.
You may find speaking with your local information, advice and support service helpful. This body is independent of the local authority and can provide impartial advice about the law on SEND, local SEND arrangements and support for your child’s needs.
To contact Extend Learning Academies Network please call 01934 427134 or email firstname.lastname@example.org Extend Learning Academies Network Chief Executive Officer: Mr. Adam Matthews.