Complaints and Allegations Policy and Procedure
Author: Principal
Date Last Reviewed: 18 January 2024
Approval Route:
- CMT – 18 January 2024
- Employment and Welfare Committee – 6 February 2024
- Corporation – 16 April 2024
Date Approved: 16 April 2024
Next Review Date: January 2027
Location of Copies:
- SharePoint / All Staff / College Policies
- College Website / Policies & Procedures
Aim
All students, parents, and other users of the College services are entitled to raise concerns, suggestions, and complaints. It is in the College’s best interest that they do so.
The College will treat all concerns, suggestions, and complaints seriously and sensitively. The level of the College’s response will depend on the nature of the concern, suggestion, or complaint.
Introduction
The College is always looking to improve its service to students, staff, and the local community. Feedback, including complaints, is seen as helpful towards improvement.
All students, parents, and other users of the College services are entitled to raise concerns, suggestions, and complaints. The College will treat these seriously and sensitively.
There are separate grievance procedures available for staff.
Complaints about the governing body or individual governors follow the Standing Orders, which are available on the College website.
Complaint on Behalf of Others
2.1 Parents or students may raise concerns about another student.
2.2 Normally, the College cannot investigate without involving the student.
2.3 If a concern is raised on behalf of a student, they will be approached by the investigating staff member.
2.4 In some cases, the College can respond sensitively without involving the student.
2.5 Allegations raising safeguarding concerns will be handled under the College’s Safeguarding & Child Protection Policy.
Allegations of Abuse by a Member of Staff
3.1 Allegations of abuse will be handled fairly, quickly, and consistently.
3.2 Complaints involving staff abuse will follow the Safeguarding & Child Protection Policy.
Staff Who Are the Subject of Complaint
4.1 Staff members will be informed of complaints against them and allowed to respond.
4.2 Serious complaints may lead to disciplinary action under the College’s Disciplinary Policy.
4.3 Complaints against Senior Post Holders follow a separate procedure.
Formal and Informal Complaint Procedure
5.1 The College aims to resolve complaints informally where possible.
5.2 Complaints will be assumed informal unless formally requested or of a serious nature.
5.3 Complaints should be raised with relevant staff first, or a senior management team member if necessary.
Referral to a Senior Manager
6.1 Senior managers may oversee complaint resolution or provide mediation.
6.2 Complaints can be referred to senior management via the College Reception (Tel. 01723 365032).
Formal Complaint to the Principal
7.1 Serious complaints or unresolved issues can be formally raised with the Principal.
7.2 Formal complaints must be in writing.
7.3 The Principal will:
- Acknowledge receipt within 5 working days.
- Appoint a senior manager to investigate.
7.4 The investigator will arrange a meeting or phone call with the complainant.
7.5 The Principal will approve the investigation outcome.
7.6 A full written response will be sent within 10 working days.
Appeal to the Governing Body
8.1 If unsatisfied, complainants can request a review by the Governing Body.
8.2 Letters should be addressed to the Chair of the Board of Governors.
8.3 The Chair will:
- Acknowledge receipt within 5 working days.
- Determine if a review is appropriate.
- Appoint a Complaints Committee of at least 3 governors.
- Arrange a meeting within 30 working days.
- Send a written report within 5 working days of the meeting.
Complaint in Respect of a Senior Post Holder
9.1 Complaints against Senior Post Holders should be addressed to the Chair of the Board of Governors.
9.2 The complaint must be in writing with supporting documents.
9.3 The Chair will:
- Acknowledge receipt within 5 working days.
- Appoint a governor to investigate.
9.4 The investigator will arrange a meeting or phone call with the complainant.
9.5 The Chair will approve the investigation outcome.
9.6 A written response will be sent within 10 working days.
9.7 If unsatisfied, the complainant can request a Governing Body review.
Education & Skills Funding Agency (ESFA)
10.1 The College is regulated by the ESFA, which considers complaints.
10.2 The ESFA will only investigate if:
- The College’s complaints process has been exhausted.
- The College is not capable of dealing with the complaint effectively.
ESFA Address: Education and Skills Funding Agency North Yorkshire, York, and East Riding Bishopsgate House Darlington, DL1 5QE