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Complaints Procedure

Below you will find a copy of our Complaints Procedure. It is not intended to cover those aspects of school life for which there are specific statutory requirements, including complaints about the delivery of the National Curriculum and the provision of collective worship and religious education, complaints about special needs assessments, or complaints about schools admissions and exclusions.

In addition, allegations of child abuse, financial improprieties or other criminal activities will be dealt with through different procedures, as will complaints about contracted staff.

If you have any general quires or require further information regarding Hawkswood Group Schools, please contact our Admin Officers Carole Coleman (Antlers Hill Site) on 0208 289 4641 or Jennifer Michaels (Burnside Site) on 0208 289 4740

General Principles

The following principles will be observed whenever a complaint is made. This is in compliance with Section 29 of the Education Act 2002.

  1. Procedures should be as speedy as possible. Each stage of the procedure has known time limits. Where it is not possible to meet these, information about progress will be given to the complainant.
  2. Confidentiality. We will treat conversations and correspondence with discretion. However, from the outset all parties to a complaint need to be aware that some information may have to be shared with others involved in the operation of the complaints procedure.
  3. Anonymous complaints. We will usually disregard anonymous complaints unless the complainant is prepared to identify themselves.
  4. Record keeping. Complaints will be recorded and monitored termly by the Headteacher and reported to the Governing Body.

For more information please read our Complaints Policy located in the Policies section.