Complaints and Appeals

The Stourport SCITT Complaints and Appeals Procedure Policy

Philosophy

We believe that taking informal concerns seriously is the best way of meeting the needs of our stakeholders, of providing excellent service, and of preserving the good name of the SCITT. Such concerns are best dealt with on the spot, or within a very short time frame and without the need for formal complaints and appeals procedures.

If concerns develop into formal complaints, we will investigate them and apply the procedures recommended by the Office of the Independent Adjudicator (OIA).

Principles

Concerns are best dealt with as they arise. Care must be taken to treat concerns with respect and to protect the rights of all the individuals involved.

Guidance must be sought from the SCITT Director or SCITT Manager regarding the application of this policy. No concern should be allowed to drop without being addressed.

Practice

Formal complaints and appeals arise and formal procedures will be invoked when initial attempts to resolve the issue are unsuccessful and the person raising the concern remains dissatisfied and wishes to take the matter further.

Complaints and appeals will be referred to the SCITT Director in the first instance, who may judge that the complaint or appeal is best dealt with by another suitable complaints co-ordinator if there is a potential conflict of interest.

Three school stages will normally be sufficient to resolve most complaints and appeals:

Stage One

Complaint or appeal is heard by a mentor or the lead professional mentor for that key phase (primary or secondary). All documentation and communication is collated and available to all parties throughout. The person the complaint or appeal is referred to cannot also be the subject of the complaint or appeal.

Stage Two

Complaint or appeal received and heard by the SCITT Director and SCITT Manager. There is a commitment to respond to the complaint or appeal within five working days. The complaint or appeal is fully investigated and a resolution is then sought at this stage.

Stage Three

The complaint or appeal is heard by the SCITT Executive Board. A full review of all correspondence relating to the complaint or appeal is then undertaken and a resolution sought. If the trainee teacher is not satisfied with this outcome they are then eligible to refer the matter to the Office of the Independent Adjudicator (OIA) and a ‘Completion of Procedure’ is issued.

Procedures

The complaint or appeal should be investigated thoroughly and a clear understanding of what the complainant feels would put the matter right should be clarified and noted. At every stage the communication between all parties is recorded and collated, with all those involved kept informed throughout.

Every attempt should be made to secure a satisfactory resolution which may include for example:

• An apology;
• An explanation;
• An admission that the situation could have been handled differently or better;
• An assurance that the event complained of will not recur;
• An explanation of the steps that have been taken to ensure that it will not happen again;
• An undertaking to review SCITT policies in light of the complaint.

This procedure will be publicised on the SCITT website.

Performance

Will be judged by the successful resolution of concerns, complaints and appeals monitored by the SCITT Director and the SCITT Executive Board.

Flow Chart v2

 

 

Complaints & Appeals

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