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During the school day events of school life there may be occasions when children are unhappy with an event or decision that has been made.  We encourage parents/carers to discuss this with us so that we can do our best to explain, and where necessary, rectify the situation.  The following stages explain the procedure for making a complaint.

 

STAGE 1 – Informal

Discuss the issue with the member of staff involved, this will probably be the class teacher. Informal complaints can be made in person, by telephone or in writing.  Explain what the problem is and what you wish to do be done to resolve the matter.  If you are still unhappy then request to speak to the headteacher or one of the senior managers of the school.
 

STAGE 2 – Formal 

If you are unhappy and feel that the matter is unresolved you can request a Complaints Form to be returned to the headteacher, if you have not already spoken to them regarding the matter.  Return to the Chair of Governors if it refers to a complaint about the headteacher.  Your form will be acknowledged in 5 school days and a full written response made within 20 school days.  If this is not possible e.g. the complaint is complex, then you should be notified of the delay and reason in writing, and a new expected response date should be agreed.

 

STAGE 3 – Formal complaint heard by the Chair of Governors

Very few matters ever reach this stage, however if you are still dissatisfied then you should request the General Complaints Policy and complete the Complaint Review Request Form and send this to the Clerk of Governors (via school) enclosing a copy of your original written complaint form. Your form will be acknowledged in 5 school days and a full written response made within 20 school days.  If this is not possible e.g. the complaint is complex, then you should be notified of the delay and reason in writing, and a new expected response date should be agreed.

If the matter cannot be resolved at this stage, and the complainant wishes to take the matter further, you will be given clear information about how to proceed with a formal complaint at Stage 4.

Please note there are regular meetings with Parent Governors that give you the opportunity to discuss any issues or questions that may arise, as well as to suggest ideas that school may wish to consider. Please note it is not the role of the parent governor to bring a complaint on your behalf, they will, of course, be more than happy to assist you.

 

What the licence does not cover?

All the items printed on the Excluded Categories and Works List as well as the following specific categories:

Printed music (including the words)

Published examination papers and published tests.

Newspapers

Hymns, bibles, prayer books and orders of service.

Maps, charts or books of tables

Workbooks, workcards or assignment sheets.

Correspondence Courses

Privately prepared teaching material.

Publications which specifically say they are ‘Copy Permitted’ publications (these are sold with not to be copied under the CLA Licence a licence from the publisher permitting copying to the extent indicated on the publication)

(Note: some of these categories may be covered by other licenses held by the school.)

The Excluded Categories and Works List should be on display next to all copiers in the school and is available on the CLA website. Permission to copy excluded items or quantities in excess of the above stated limits should be sought from the rights holder (publisher or author) on each occasion.

It is good practice that copies are identified with the details of author, title, publisher and the ISBN/ISSN at the foot of each page so that the source of extracts taken from books, journals and periodicals is acknowledged.

*A list of all the American publishers who are covered by the CLA Licence is available upon request and is on the CLA website. This document is intended for guidance only and not as a substitute for the Licence terms themselves. In the event of conflict between the two, the Licence shall prevail.

The Copyright Licensing Agency Ltd (CLA), 90 Tottenham Court Road, London W1T4LP Tel: 020 7631 5555 Fax: 020 7631 5500 www.cla.co.uk

Annually Reviewed

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