Complaints

Aim

It is CUL Academy ‘s aim to ensure that all stakeholders have the right to express their thoughts and feelings about the way CUL Academy is run. Positive feedback is as welcome as the opportunity to put things right when they go wrong. To help us to put things right we have a complaints procedure, which is outlined below. Our full Complaints Policy and Procedure is available on request.

  • 1. Firstly make your concern known to the senior person on duty, who will endeavour to resolve the difficulty informally,
  • 2. If you are not satisfied with this action or response, you should refer your complaint, either verbally or in writing to the Manager, who will fully investigate your complaint and respond in writing within a period of 28 days.
  • 3. If your complaint is not resolved, or if you are unhappy with the response at any stage of your complaint, you can refer your complaint to Governors

Investigating Complaints

  • What has happened will be established and who was involved, with any witnesses if relevant.
  • The nature of the complaint will be clarified.
  • A meeting with the complainant or appropriate contact will be arranged if further information is necessary.
  • What the complainant feels would put things right will need to be clarified.
  • Those involved/those complained about will be talked to, allowing them to be accompanied if they wish.
  • Matters will be approached with an open mind.
  • Accurate records will be kept.

Complaints will be resolved using a three stage procedure details of which are available to all parents and stakeholders on request.

Leave a Reply

You must be logged in to post a comment.