Complaints
Any complaint concerning a school within the Trust must be raised and handled in line with the school’s own complaints procedure.
Our academy schools are listed here:
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SCHOOL |
SCHOOL WEBSITE |
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BEXLEY, ST MICHAEL'S |
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SUTTON, ALL SAINTS |
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SURREY, ST MATTHEW'S |
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SURREY, ST STEPHEN'S |
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LEWISHAM, ST GEORGE'S |
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LAMBETH, ST LEONARD'S |
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LAMBETH, CHRIST CHURCH |
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LAMBETH, ST LUKE'S |
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SOUTHWARK, ST PAUL'S |
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CROYDON, MINSTER JUNIORS |
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CROYDON, MINSTER NURSERY AND INFANTS |
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LEWISHAM, ST JAMES HATCHAM |
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LEWISHAM, ST MICHAEL’S |
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LEWISHAM, ST STEPHEN’S |
Where the academy-based complaints procedure has been completed and the complainant does not feel that their complaint has been dealt with to their satisfaction, they may contact the Trust in writing to request a review of the complaint investigation. This request must be made using the Trust Complaints Form (see Appendix 2).
The Trust will only consider complaints about academies in the following circumstances.
- The academy did not comply with its complaints procedure when considering the complaint, or the academy’s complaints procedure does not meet statutory requirements.
The Trust cannot review or overturn an academy’s decisions on complaints. However, it will consider whether the academy handled the complaint appropriately and in line with its published procedures. The Trust will normally only do this once the academy’s own complaints process has been fully exhausted. In exceptional cases, the Trust may intervene earlier if there is evidence of unreasonable delay by the academy.
If the Trust finds that an academy has not dealt with a complaint appropriately, it will require the academy to reconsider the complaint within 30 days. Where an academy’s complaints procedure does not meet statutory requirements, the Trust will ensure that this is remedied and that the complaint is reconsidered within 30 days.
And or
- The academy has failed to comply with a duty imposed under its funding agreement with the Secretary of State.
The Trust will seek to resolve any concerns relating to potential or actual breaches of the funding agreement. It will also consider evidence that an academy has failed to comply with any other legal obligation placed upon it.
The Trust will not normally investigate complaints where six months or more have passed since the decision or action taken by the academy, unless the complainant can demonstrate good reason for the delay.
The Trust reserves the right not to investigate complaints that are considered vexatious or malicious, or where it is satisfied with the action the academy has already taken, or proposes to take, to resolve the matter.