Complaints and Concerns
At the Girls’ Learning Trust, we want every student to be happy, safe, well-supported and able to achieve their best. We recognise that, from time to time, parents and carers may have questions, concerns or complaints about something that has happened in school.
Wherever possible, we encourage concerns to be raised directly with the school at an early stage. A conversation with the relevant member of staff is often the quickest and most effective way of understanding what has happened and agreeing appropriate next steps.
Our Working Together to Resolve Concerns and Complaints guide explains how concerns and complaints are handled, what happens at each stage, the possible outcomes, and provides practical advice for parents and carers.
The process is governed by the Trust’s Complaints Policy, which sets out the formal requirements, responsibilities and timescales. Where a formal complaint is made, we ask that it is submitted in writing and provides sufficient information for the school or Trust to understand the issue and the outcome being sought.
Please note that some matters, including admissions, suspensions and exclusions, safeguarding investigations, and staff employment or conduct matters, are dealt with under separate procedures rather than through the Complaints Policy.
Stage One: Formal Complaint to the Headteacher
If you have already raised your concern with the school and it has not been resolved, you may make a Stage One formal complaint to the Headteacher.
You can either:
- Email the Headteacher directly, setting out your complaint in writing; or
- Download and complete the Stage One Complaint Form and email the completed form to the Headteacher.
Your complaint should explain the specific issue, the key facts and relevant dates, who was involved, any evidence you would like considered, what you believe should have happened differently, and the outcome you are seeking.
Stage Two: Review by the Chief Executive Officer
If you remain dissatisfied after Stage One, you may request a Stage Two review within 10 school days of receiving the Stage One outcome.
Stage Two is different from Stage One. Stage One is the school’s formal opportunity to investigate the original complaint, consider the evidence and provide a response. Stage Two does not normally repeat that investigation from the beginning.
Instead, Stage Two is a Trust-level review of whether the Stage One complaint was handled fairly, reasonably, proportionately and in line with the Trust’s Complaints Policy. The review will focus particularly on the reasons why you remain dissatisfied with the Stage One response.
Your request should explain which parts of the Stage One response you disagree with, why you believe the investigation or outcome was not reasonable or fair, and what outcome you are seeking.
Download and complete the Stage Two Complaint Form
Stage Three: Complaints Panel
If you remain dissatisfied after Stage Two, you may request a Stage Three Complaints Panel within 10 school days of receiving the Stage Two outcome.
Stage Three is the final stage of the Trust’s complaints process and is different again from Stage Two. It is not a further CEO review, nor is it a fresh investigation or rehearing of the original complaint.
Instead, an independent panel considers how the complaint has been handled through the earlier stages of the process, including the Stage One investigation and the Stage Two review. The panel will consider whether the complaint was handled fairly, whether the relevant issues were addressed, whether the Trust’s Complaints Policy was followed, and whether the conclusions reached were reasonable based on the evidence available.
The panel may uphold, partially uphold or not uphold the complaint, and may make recommendations where appropriate.