Complaints Procedure

At Westlands School we try our best to ensure that the needs of all our children, parents/carers and staff are met and that our school is a safe and happy place for all. However, we do recognise that at times concerns can arise, or mistakes are made, and we ask that these are brought to our attention as soon as possible to allow us time to investigate an incident or problem and resolve the issue.

Problems sometimes arise from misunderstandings which can be easily addressed. Most concerns and complaints can be sorted out quickly by speaking with a member of staff.

If you feel you have not been able to resolve an issue, then we have a clear
complaints procedure for you to follow. A link to the complaints policy is below which clearly describes the procedure and provides timelines.
 



Summary of Complaints Procedure
 

Stage 1 Informal

In the first instance, the matter should be discussed directly with the member of staff concerned.

Stage 2 Complaint

A formal complaint should be made in writing by completing the Stage 2 Complaint Form for the attention of the Headteacher, via the school office email; Westlands Secondary School, Westlands Avenue, Sittingbourne, Kent, ME10 1PF.

Stage 3 Complaint

Complaints very rarely reach this level.  If not resolved, the complaint should be made in writing by completing the Stage 3 Complaint Form, within 10 school days of the decision at Stage 2.  The complaint should be addressed to the Executive Headteacher via the Trust Governance Officer at the Trust Office*.

Stage 4 Final Complaint Stage - Appeal Hearing of the Trust Complaints Panel

Complaints at this stage should be made via the Trust Governance Officer for the attention of the Chief Executive Officer (CEO) within 10 school days of the decision at Stage 3.  It must be set out why you are unhappy and what you wish to see happen.  You should write to the Trust Governance Officer at the Trust Office*.
 

*(hello@swale.at); Swale Academies Trust, Ashdown House, Johnson Road, Sittingbourne, Kent ME10 1JS.