Concerns and Complaints
From time to time there may be an issue that concerns a Parent/Carer about their child's education and / or behaviour or indeed the provision at the Academy or across the Trust. If this is the case then a Parent / Carer should raise the matter in the first instance with their Community Engagement Support Leader, Associate Assistant Principal or Assistant Principal for the community their child is in.
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 defined as ‘an expression of dissatisfaction however made, about actions taken or a lack of action’.
It is in everyone’s interest that concerns and complaints are resolved at the earliest possible stage. Many issues can be resolved informally, without the need to use the formal stages of the Complaints Procedure. Bradfields Academy and Fortis Trust take concerns seriously and will make every effort to resolve the matter as quickly as possible.
If you have difficulty discussing a concern with a particular member of staff, we will respect your views. In these cases, you will be referred to an appropriate staff member. Similarly, if the member of staff directly involved feels unable to deal with a concern, you will be referred to another staff member who can look at your concern objectively and impartially. We understand, however, that there are occasions when people would like to raise their concerns more formally. In this case, the Academy and Fortis Trust will attempt to resolve the issue internally through the stages outlined within the Complaints Procedure. The Complaints Procedure clearly states the complaints process.
The Academy appreciates that there may well be issues that arise where Parents / Carers become frustrated and seek resolution. Should this be the case then the Academy is committed to do all it can to resolve the matter to the mutual satisfaction of all concerned.
Please click here for all of our policies, including the Complaints Policy