Complaints
Concerns and Complaints
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.
The Trust values its relationship with parents, carers, and our local community. We are happy to receive suggestions and comments outside of this policy, as this can help us to identify areas of success and where we can make improvements.
The difference between a concern and a complaint
| CONCERN | COMPLAINT |
|---|---|
|
An expression of worry or doubt over an issue considered to be important for which reassurances are sought and a resolution is found at school level |
An expression of serious dissatisfaction of previous concerns not resolved at school level and initially raised with the head teacher |
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.
If you have a Pastoral, teaching, learning or progress concern
Please contact the school and Speak to the Year teams you can find there emails here:
If you have a safeguarding Concern
Please contact the schools safeguarding lead via this email safeguarding@marineacademy.org.uk
If you Whistle blowing - you have a concern you would like to report
Please contact the Trust on our Whistle blowing email Whistleblowing@tedwraggtrust.co.uk to report a concern.
If you have used the above approaches and wish to take the matter further please now contact the Head of year or Subject to escalate the concern.
If you have still not had an appropriate response please contact the Head
Please note that you are likely to reach a resolution faster by using the above stage first. The Head may only respond if the above stages have been fulfilled.
Submit a Complaint
After you have completed these stages and you still wish to submit a formal complaint, please use the form below by clicking on the submit a complaint link.
Complaints policy can be viewed here > Complaints Policy
Please see the below extracts from the policy with relation to timelines.
Complaint Process Timeline
There is an expectation that complaints would be resolved at school level and that mediation would take place to build trust in any breakdown in relationships between the complainant and the school. If the complaint escalates through the formal complaint stages set out in the Complaints Policy, the time span would range between 10 school days through to 80 school days.
