Concerns, complaints and compliments

 

Concerns, Complaints and Compliments Leaflet

 

Complaints should be addressed to the Principal 

Mrs J Santinelli
c/o St Benedict's college
Norman Way
Colchester 
Essex
CO33US

 

WHAT IS THE DIFFERENCE BETWEEN A CONCERN AND A COMPLAINT?


A "concern" may be defined as ‘an expression of worry or doubt over an issue considered to be important for which reassurances are sought’.

A “complaint” may be generally defined as ‘an expression of dissatisfaction however made, about actions taken or a lack of action’

 

DOES THE PROCEDURE DEAL WITH EVERY COMPLAINT?


No – just with complaints about matters under the control of the college. Complaints about Essex Local Authority services, including transport, should go to the LA department involved.

In the case of a very serious complaint against any member of staff you should contact the Principal directly.

In the case of a very serious complaint against the Principal you should contact the Chair of Governors

 

WHAT MIGHT A CONCERN BE ABOUT?

 

  • absence (authorised/unauthorised)
  • bullying by other student
  • detentions and other consequences
  • homework: too much or too little of it
  • issues on the Health and Safety of your child
  • missing property: the college’s perspective on this issue
  • Parents’ Evenings
  • unfair treatment of your child as you or your child perceives it
  • your child’s academic/social progress
  • your child’s relationship with teachers or other sta

 

 

any situation which causes you or your child concern
WHAT DO I DO IF I HAVE A CONCERN ABOUT ST BENEDICT’S?
Tell a member of staff. Preferably speak with the member of staff most knowledgeable of the facts of the matter.

We aim to be open and responsive. We want to listen to your worries. We also welcome suggestions about ways to improve our work.

 

HOW TO RAISE A CONCERN

 

  • by email
  • by telephone
  • by letter

 

We discourage parents from arriving at the college without an appointment, as the person they wish to see may be unavailable. If this happens we do, of course, try to ensure that a senior member of
staff responds to your immediate concerns and makes arrangements
for you to be contacted by the appropriate persons as soon as is
possible.

 
THE COMPLAINTS PROCEDURE

 

3 STAGES


Stage 1 aims to resolve the concern through informal contact at the appropriate level in College as described in the previous paragraphs.

 

WHAT DO I DO IF I FEEL MY CONCERN HAS NOT BEEN RESOLVED?


If Stage 1 in our process does not resolve your concern, the process will continue to Stage 2.

 

Stage 2 is when formal complaints are considered by the Principal or the Chair of Governors (if the complaint is about the Principal).

 

WHAT HAPPENS WHEN I FORMALLY REGISTER MY COMPLAINT?


The Principal will appoint a senior member of staff to investigate the matter. He or she will talk to everyone concerned and make a report to the Principal. You will receive a written reply.

 

HOW LONG DOES IT TAKE TO HAVE A COMPLAINT RESOLVED?


Although we aim to respond to any complaint on the day we receive it, complainants should be aware that some issues by nature of their complexity could take longer to investigate and resolve. The college leadership will endeavour to resolve any complaint as speedily as possible.

If your complaint remains unresolved after it has been considered by the Principal you may contact the Chair of Governors to continue to Stage 3.

 

Stage 3 involves a review of the complaint by a panel of Governors. This is the final resort at College level.

If you are not satisfied with the decision of the Governors then you may contact:

 

  1. The Diocese of Brentwood (in respect of a complaint regarding a matter of religious ethos)
  2. Essex County Council (where applicable)
  3. OFSTED (whole school issues)
  4. Department for Education