Complaints Policy
Countess Anne School
A Church of England Academy
School Lane, Hatfield AL10 8AXA
www.countessanneprimary.org.uk
Tel. 01707 262840
admin@countessanne.herts.sch.uk
Complaints Policy and Procedure
I pray that you……may have the power, together with all the saints, to grasp how wide and long and high and deep is the love of Christ’ Ephesians 3:18
Our school is a place that will be known for….
Academic provision that recognises the need for excellence in teaching and learning.
Holistic provision that encourages Christian hope; building spirit and soul through faith orientated pastoral care.
Inspirational provision through a modern curriculum that celebrates diversity and provides new opportunities.
Signature: Head Teacher
Mr. D. Lodge
Chair of Governors
Mr. M. Gifkins
Date agreed: 24th November 2025
Review Date: November 2028
How to comment or complain
We care about what you think. Each day this school makes many decisions and tries hard to do the best for all the children. Your comments - either positive or negative - are helpful for future planning. You may want to talk to us about a particular aspect of this school, though not actually make a complaint - you just want to get something ‘off your chest’.
If you are dissatisfied about the way your child is being treated, or any actions or lack of action by us, please feel free to contact us using the details listed above.
Our aims
Your complaint will be dealt with honestly, politely and in confidence.
Your complaint will be looked into thoroughly and fairly.
If your complaint is urgent we will deal with it more quickly.
We will keep you up to date with progress at each stage.
You will get an apology if we have made a mistake.
You will be told what we are going to do to put things right.
You will get a full and clear written reply to formal complaints within 40 school days (please note that school holidays may fall within this time frame and therefore extend the deadline for a formal reply).
Who can make a complaint?
This complaints procedure is not limited to parents or carers of children that are registered at the school. Any person, including members of the public, may make a complaint to Countess Anne School about any provision of facilities or services that we provide. Unless complaints are dealt with under separate statutory procedures (such as appeals relating to exclusions or admissions), we will use this complaints procedure.
The difference between a concern and a complaint
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 defined as ‘an expression of dissatisfaction however made, about actions taken or a lack of action’.
It is in everyone’s interest that concerns and complaints are resolved at the earliest possible stage. Many issues can be resolved informally, without the need to use the formal stages of the complaints procedure. Countess Anne School takes concerns seriously and will make every effort to resolve the matter as quickly as possible.
If you have difficulty discussing a concern with a particular member of staff, we will respect your views. In these cases, Mr. Lodge, the Head Teacher, will refer you to another staff member. Similarly, if the member of staff directly involved feels unable to deal with a concern, Mr. Lodge will refer you to another staff member. The member of staff may be more senior but does not have to be. The ability to consider the concern objectively and impartially is more important. We understand however, that there are occasions when people would like to raise their concerns formally. In this case, Countess Anne School will attempt to resolve the issue internally, through the stages outlined within this complaints procedure.
How to raise a concern or make a complaint
A concern or complaint can be made in person, in writing or by telephone. It may also be made by a third party acting on behalf on a complainant, as long as they have appropriate consent to do so. Complaints against school staff (except the Head Teacher) should be made in the first instance, to Mr. Lodge, the Head Teacher, via the school office. Please mark them as Private and Confidential.
Complaints that involve or are about the Head Teacher should be addressed to Mr. Murray Gifkins, Chair of Governors, via the school office. Please mark them as Private and Confidential. Complaints about the Chair of Governors, any individual governor or the whole governing body should be addressed to Mrs. D. Tuck, Clerk to the Governing Body, via the school office. Please mark them as Private and Confidential.
For ease of use, a template complaint form is included at the end of this procedure. If you require help in completing the form, please contact the school office. You can also ask a third-party organisation for example like the Citizens Advice to help you.
In accordance with equality law, we will consider making reasonable adjustments if required, to enable complainants to access and complete this complaints procedure eg. providing information in alternative formats, assisting complainants in raising a formal complaint or holding meetings in accessible locations.
Anonymous complaints
We will not normally investigate anonymous complaints. However, the Head Teacher or Chair of Governors, if appropriate, will determine whether the complaint warrants an investigation.
Time scales
You must raise the complaint within three months of the incident or, where a series of associated incidents have occurred, within three months of the last of these incidents. We will consider complaints made outside of this time frame if exceptional circumstances apply.
Complaints received outside of term time
We will consider complaints made outside of term time to have been received on the first school day after the holiday period.
Scope of this complaints procedure
This procedure covers all complaints about any provision of community facilities or services by Countess Anne School, other than complaints that are dealt with under other statutory procedures, including those listed below.
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Exceptions |
Who to contact |
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Admissions to schools |
Concerns about admissions should be handled through a separate process – either through the appeals process or via the local authority. |
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Matters likely to require a Child Protection Investigation |
Complaints about child protection matters are handled under our child protection and safeguarding policy and in accordance with relevant statutory guidance. Countess Anne Child Protection Policy
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Exclusion of children from school* |
Further information about raising concerns about exclusion can be found at: www.gov.uk/school-discipline-exclusions/exclusions. *complaints about the application of the behaviour policy can be made through the school’s complaints procedure. Countess Anne Behaviour and Discipline Policy |
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Whistleblowing |
We have an internal whistleblowing procedure for all our employees, including temporary staff and contractors. Countess Anne Whistleblowing Policy The Secretary of State for Education is the prescribed person for matters relating to education for whistle-blowers in education who do not want to raise matters direct with their employer. Referrals can be made at: www.education.gov.uk/contactus. Volunteer staff who have concerns about our school should complain through the school’s complaints procedure. You may also be able to complain direct to the LA or the Department for Education (see link above), depending on the substance of your complaint. |
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Staff grievances |
Complaints from staff will be dealt with under the school’s internal grievance procedures. |
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Staff conduct |
Complaints about staff will be dealt with under the school’s internal disciplinary procedures, if appropriate. Complainants will not be informed of any disciplinary action taken against a staff member as a result of a complaint. However, the complainant will be notified that the matter is being addressed. |
If other bodies are investigating aspects of the complaint, for example the police, local authority (LA) safeguarding teams or Tribunals, this may impact on our ability to adhere to the timescales within this procedure or result in the procedure being suspended until those public bodies have completed their investigations. If this happens, we will inform you of a proposed new timescale.
If a complainant commences legal action against Countess Anne School in relation to their complaint, we will consider whether to suspend the complaints procedure until those legal proceedings have concluded.
Resolving complaints
At each stage in the procedure Countess Anne School wants to resolve the complaint. If appropriate, we will acknowledge that the complaint is upheld in whole or in part. In addition, we may offer one or more of the following:
an explanation
an admission that the situation could have been handled differently or better
an assurance that we will try to ensure the event complained of will not recur
an explanation of the steps that have been or will be taken to help ensure that it will not happen again and an indication of the timescales within which any changes will be made
an undertaking to review school policies in light of the complaint
an apology.
Withdrawal of a complaint
If a complainant wants to withdraw their complaint, we will ask them to confirm this in writing. However, if at any stage of the process, the complainant does not respond to the school within 15 school days, then it will be understood that the issue has been resolved and they no longer wish to proceed with the complaint.
Stage 1 – Informal complaints
It is to be hoped that most concerns can be expressed and resolved on an informal basis. Concerns should be raised with either the Class Teacher or Head Teacher. Complainants should not approach individual governors to raise concerns or complaints. They have no power to act on an individual basis and it may also prevent them from considering complaints at Stage 3 of the procedure. At the conclusion of their investigation, the appropriate person investigating the complaint will provide an informal written response within 25 school days of the date of receipt of the complaint. If the complainant feels the issue remains unresolved, the next step is to make a formal complaint.
Stage 2 – Formal complaints
Formal complaints must be made to the Head Teacher (unless they are about the Head Teacher), via the school office. This may be done in person or in writing (preferably on the Complaint Form). The Head Teacher will record the date the complaint is received and will acknowledge receipt of the complaint in writing (either by letter or email) within 5 school days.
Within this response, the Head Teacher will seek to clarify the nature of the complaint, ask what remains unresolved and what outcome the complainant would like to see. The Head Teacher can consider whether a face to face meeting is the most appropriate way of doing this.
Note: The Head Teacher may delegate the investigation to another member of the school’s senior leadership team but not the decision to be taken.
During the investigation, the Head Teacher (or investigator) will:
if necessary, interview those involved in the matter and/or those complained of, allowing them to be accompanied if they wish
keep a written record of any meetings/interviews in relation to their investigation.
At the conclusion of their investigation, the Head Teacher will provide a formal written response within 40 school days of the date of receipt of the complaint. If the Head Teacher is unable to meet this deadline, they will provide the complainant with an update and revised response date. The response will detail any actions taken to investigate the complaint and provide a full explanation of the decision made and the reason(s) for it. Where appropriate, it will include details of actions Countess Anne School will take to resolve the complaint.
The Head Teacher will advise the complainant of how to escalate their complaint should they remain dissatisfied with the outcome of Stage 2. If the complaint is about the Head Teacher, or a member of the governing body (including the Chair or Vice-Chair), a suitably skilled governor will be appointed to complete all the actions at Stage 2.
If the complaint is jointly about the Chair and Vice Chair or the entire governing body or the majority of the governing body, Stage 2 will be considered by an independent investigator appointed by the governing body. At the conclusion of their investigation, the independent investigator will provide a formal written response.
Stage 3 – Panel Hearing
If the complainant is dissatisfied with the outcome at Stage 2 and wishes to take the matter further, they can escalate the complaint to Stage 3 – a panel hearing consisting of at least three people who were not directly involved in the matters detailed in the complaint with one panel member who is independent of the management and running of the school. This is the final stage of the complaints procedure. A request to escalate to Stage 3 must be made to the Clerk, via the school office, within 5 school days of receipt of the Stage 2 response. The Clerk will record the date the complaint is received and acknowledge receipt of the complaint in writing (either by letter or email) within 5 school days. Requests received outside of this time frame will only be considered if exceptional circumstances apply.
The Clerk will write to the complainant to inform them of the date of the meeting. They will aim to convene a meeting within 15 school days of receipt of the Stage 3 request. If this is not possible, the Clerk will provide an anticipated date and keep the complainant informed. If the complainant rejects the offer of three proposed dates, without good reason, the Clerk will decide when to hold the meeting. It will then proceed in the complainant’s absence on the basis of written submissions from both parties.
If the complaint is jointly about the Chair and Vice Chair or the entire governing body or the majority of the governing body, Stage 3 will be heard by a completely independent committee panel.
A complainant may bring someone along to the panel meeting to provide support. This can be a relative or friend. Generally, we do not encourage either party to bring legal representatives to the committee meeting. However, there may be occasions when legal representation is appropriate. For instance, if a school employee is called as a witness in a complaint meeting, they may wish to be supported by union and/or legal representation. Representatives from the media are not permitted to attend.
At least 5 school days before the meeting, the Clerk will:
confirm and notify the complainant of the date, time and venue of the meeting, ensuring that, if the complainant is invited, the dates are convenient to all parties and that the venue and proceedings are accessible
request copies of any further written material to be submitted to the committee at least 3 school days before the meeting.
Any written material will be circulated to all parties at least 3 school days before the date of the meeting. The committee will not normally accept, as evidence, recordings of conversations that were obtained covertly and without the informed consent of all parties being recorded. The committee will also not review any new complaints at this stage or consider evidence unrelated to the initial complaint to be included. New complaints must be dealt with from Stage 1 of the procedure.
The meeting will be held in private. Electronic recordings of meetings or conversations are not normally permitted unless a complainant’s own disability or special needs require it. Prior knowledge and consent of all parties attending must be sought before meetings or conversations take place. Consent will be recorded in any minutes taken. The committee will consider the complaint and all the evidence presented. The committee can:
uphold the complaint in whole or in part or dismiss the complaint in whole or in part.
If the complaint is upheld in whole or in part, the committee will:
decide on the appropriate action to be taken to resolve the complaint
where appropriate, recommend changes to the school’s systems or procedures to prevent similar issues in the future.
The Chair of the Committee will provide the complainant and Countess Anne School with a full explanation of their decision and the reason(s) for it, in writing, within 10 school days. The letter to the complainant will include details of how to contact the Education and Skills Funding Agency (ESFA) if they are dissatisfied with the way their complaint has been handled by Countess Anne School. The response will detail any actions taken to investigate the complaint and provide a full explanation of the decision made and the reason(s) for it. Where appropriate, it will include details of actions Countess Anne School will take to resolve the complaint.
The panel will ensure that those findings and recommendations are sent by e-mail or otherwise given to the complainant and, where relevant, the person complained about. A written record will be kept of all complaints, and of whether they are resolved at the preliminary stage or proceed to a panel hearing, along with what actions have been taken, regardless of the decision. All correspondence, statements and records relating to individual complaints will be kept confidential except where the Secretary of State or a body conducting an inspection under section 109 of the 2008 Act requests access to them.
Complaints about the way a school is providing for a child's Special Educational Needs.
Parents may complain further to the LA by writing to the Children’s Services Complaints
Manager. The CS Complaints Manager will acknowledge the letter and will notify the Chair of Governors and the Headteacher. The CS Complaints Manager will arrange for the complaint to be investigated. The Investigator will seek the comments of the Governing Body and any other information or advice as necessary.
When the complaint has been fully investigated and considered the CS Complaints Manager will notify parents of the outcome in writing, giving the reasons for it, any action or proposed action to be taken and the further recourse available. A copy of this will be sent to the Headteacher, the Chair of Governors and to anyone else concerned in the investigation. This brings the third stage for Special Educational Needs complaints to a conclusion.
Parents who remain dissatisfied following further investigation of their Special Educational Needs complaint by the Local Authority have the right to complain to the Secretary of State who may decide to conduct an additional investigation. The contact details for the Secretary of State are as follows:
The Secretary of State Department for Education
Sanctuary Buildings
Great Smith Street
London SW1P 3BT
Website: www.education.gov.uk Telephone: 0370 000 2288
Next Steps
If the complainant believes the school did not handle their complaint in accordance with the published complaints procedure or they acted unlawfully or unreasonably in the exercise of their duties under education law, they can contact the Education and Skills Funding Agency (ESFA) after they have completed Stage 3.
The ESFA will not normally reinvestigate the substance of complaints or overturn any decisions made by Countess Anne School. They will consider whether Countess Anne School has adhered to education legislation and any statutory policies connected with the complaint and whether they have followed Part 7 of the Education (Independent School Standards) Regulations 2014.
The complainant can refer their complaint to the ESFA online at: www.education.gov.uk/contactus, by telephone on: 0370 000 2288 or by writing to:
Academy Complaints and Customer Insight Unit
Education and Skills Funding Agency
Cheylesmore House
5 Quinton Road
Coventry, CV1 2WT
Parents have the right to complain to the Secretary of State at the Department for Education (under the Education Act 1996), if they believe that the Governing Body or the Local Authority is acting or proposing to act unreasonably (section 496), or is failing to carry out a statutory duty (section 497). This has to mean that the LA or the Governing Body is acting outside its powers, or misusing them. Only then would the Secretary of State follow up the complaint. The Secretary of State will then contact the Governing Body or LA for information.
The contact details for the Secretary of State are as follows:
The Secretary of State Department for Education
Sanctuary Buildings
Great Smith Street
London SW1P 3BT
Website: www.education.gov.uk
Telephone: 0370 000 2288
The Complaint Form follows on the next page
Complaint Form
Please complete and return to Mr. Lodge, the Head Teacher who will acknowledge receipt and explain what action will be taken.
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Your name: |
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Pupil’s name (if relevant):
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Your relationship to the pupil (if relevant):
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Address:
Postcode: Day time telephone number: Evening telephone number: Email address:
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Please give details of your complaint, including whether you have spoken to anybody at the school about it.
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What actions do you feel might resolve the problem at this stage?
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Are you attaching any paperwork? If so, please give details.
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Signature:
Date: |
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Official use |
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Date acknowledgement sent:
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By who: |
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Complaint referred to:
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Action taken: |
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Date:
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Roles and Responsibilities
The complainant will receive a more effective response to the complaint if they:
explain the complaint in full as early as possible
co-operate with the school in seeking a solution to the complaint
respond promptly to requests for information or meetings or in agreeing the details of the complaint
ask for assistance as needed
treat all those involved in the complaint with respect
refrain from publicising the details of their complaint on social media and respect confidentiality.
The investigator’s role is to establish the facts relevant to the complaint by:
providing a comprehensive, open, transparent and fair consideration of the complaint through:
sensitive and thorough interviewing of the complainant to establish what has happened and who has been involved
interviewing staff and children and other people relevant to the complaint
consideration of records and other relevant information
analysing information
liaising with the complainant and the complaints co-ordinator as appropriate to clarify what the complainant feels would put things right.
The investigator should:
conduct interviews with an open mind and be prepared to persist in the questioning
keep notes of interviews or arrange for an independent note taker to record minutes of the meeting
ensure that any papers produced during the investigation are kept securely pending any appeal
be mindful of the timescales to respond
prepare a comprehensive report for the Head Teacher or complaints committee that sets out the facts, identifies solutions and recommends courses of action to resolve problems.
The Head Teacher or complaints committee will then determine whether to uphold or dismiss the complaint and communicate that decision to the complainant, providing the appropriate escalation details.
Complaints Co-ordinator
(this could be the Head Teacher / designated complaints governor or other staff member providing administrative support)
The complaints co-ordinator should:
ensure that the complainant is fully updated at each stage of the procedure
liaise with staff members, Head Teacher, Chair of Governors or the Clerk to ensure the smooth running of the complaints procedure
be aware of issues regarding:
sharing third party information
additional support. This may be needed by complainants when making a complaint including interpretation support or where the complainant is a child or young person
keep records.
The Clerk is the contact point for the complainant and the committee and should:
ensure that all people involved in the complaint procedure are aware of their legal rights and duties, including any under legislation relating to school complaints, education law, the Equality Act 2010, the Freedom of Information Act 2000, the Data Protection Act (DPA) 2018 and the General Data Protection Regulations (GDPR)
set the date, time and venue of the meeting, ensuring that the dates are convenient to all parties (if they are invited to attend) and that the venue and proceedings are accessible
collate any written material relevant to the complaint (for example: stage 1 paperwork, school and complainant submissions) and send it to the parties in advance of the meeting within an agreed timescale
record the proceedings
circulate the minutes of the meeting
notify all parties of the committee’s decision.
The committee’s chair, who is nominated in advance of the complaint meeting, should ensure that:
both parties are asked (via the Clerk) to provide any additional information relating to the complaint by a specified date in advance of the meeting
the meeting is conducted in an informal manner, is not adversarial, and that, if all parties are invited to attend, everyone is treated with respect and courtesy
complainants who may not be used to speaking at such a meeting are put at ease. This is particularly important if the complainant is a child
the remit of the committee is explained to the complainant
written material is seen by everyone in attendance, provided it does not breach confidentiality or any individual’s rights to privacy under the DPA 2018 or GDPR.
If a new issue arises it would be useful to give everyone the opportunity to consider and comment upon it; this may require a short adjournment of the meeting
both the complainant and the school are given the opportunity to make their case and seek clarity, either through written submissions ahead of the meeting or verbally in the meeting itself
the issues are addressed
key findings of fact are made
the committee is open-minded and acts independently
no member of the committee has an external interest in the outcome of the proceedings or any involvement in an earlier stage of the procedure
the meeting is minuted
they liaise with the Clerk (and complaints co-ordinator, if the school has one).
Committee members should be aware that:
the meeting must be independent and impartial, and should be seen to be so. No governor may sit on the committee if they have had a prior involvement in the complaint or in the circumstances surrounding it.
the aim of the meeting should be to resolve the complaint and achieve reconciliation between the school and the complainant . We recognise that the complainant might not be satisfied with the outcome if the meeting does not find in their favour. It may only be possible to establish the facts and make recommendations.
many complainants will feel nervous and inhibited in a formal setting. Parents/carers often feel emotional when discussing an issue that affects their child.
extra care needs to be taken when the complainant is a child and present during all or part of the meeting. Careful consideration of the atmosphere and proceedings should ensure that the child/young person does not feel intimidated.
The committee should respect the views of the child/young person and give them equal consideration to those of adults. If the child is the complainant, the committee should ask in advance if any support is needed to help them present their complaint. Where the child/young person’s parent is the complainant, the committee should give the parent the opportunity to say which parts of the meeting, if any, the child/young person needs to attend.
However, the parent should be advised that agreement might not always be possible if the parent wishes the child to attend a part of the meeting that the committee considers is not in the child/young person’s best interests.
the welfare of the child is paramount.
