Pupil Complaints Policy

Purpose: To provide a formal route for pupils to raise grievances

Everyone at Llangattock School Monmouth including pupils can raise a concern, with confidence that it will be heard and addressed in an appropriate and timely fashion.

All complaints received from pupils will be taken seriously and will be dealt with fairly and consistently. All complaints will be resolved at the earliest opportunity and with

careful consideration of the interests of any pupil affected.

A pupil complaint may be about:-

● An event.

● An aspect of school life.

● A school policy or its application.

● The delivery of school services.

● The behaviour of an individual(s) or an organisation.

● Something that affects more than one pupil.

● Something that has happened outside school which has direct relevance to the school.

● A complaint may be made on behalf of another pupil.

All complaints will be kept confidential except where the Welsh Government or a body conducting an inspection under section 163 of the 2002 Act request access to

any documents relating to the pupil complaint.

In most cases it is best, as the first step, to approach a member of staff. If they cannot deal directly with the problem they will be able to say to whom the complaint

should be addressed.

The steps below are open to all pupils who wish to take up a grievance on any aspect of school life.

Stage 1 – The grievance should be discussed informally with the member of staff and/or the Headteacher and a written record of the complaint/concern made by the

member of staff or Headteacher.

Stage 2 – If the grievance remains unresolved, a formal complaint should be made in writing to the Principal who will arrange a meeting to discuss it within 7 working

days and reach a decision within a further 7 working days. The Principal’s decision will be confirmed in writing to the pupil. The Complaint/Concern Log will record if the

complaint/concern has been resolved at this stage. If the Principal has already been involved in Stage 1, the formal complaint may go straight to Stage 3.

Stage 3 - If the pupil is not satisfied with the response at the preliminary stage, the complaint will be referred to the chair of the Board of Advisors who will arrange a

meeting within 14 days at which a second member of the Board of Advisors will be present, together with David Hope, who is independent of the school. The pupil may

request which second member of the Board considers the complaint with the chair if they so wish, according to availability. The decision of the panel of three will be

confirmed in writing to the pupil within 7 working days of the meeting. The Complaint/Concern Log will record when the complaint/concern has been resolved.

Right of Representation

The pupil has the right to be accompanied at any stage in the grievance procedure.

Outcome

Findings and recommendations will be documented and copied to the relevant people within 7 working days of a decision being reached (complainant, school staff,

Principal, Board of Advisors and where relevant the person complained about).

Additional Documents

Complaint/Concern log

Complaint records (if any)

Issue date: 30 May 2023

Withdrawal date: Current

Next review by: 30 May 2024