Academy Complaints Procedure
This policy applies to all employees of the DADOC (permanent, fixed term and casual).
General Principles of complaints.
It is important to be clear about the difference between a concern and a complaint. Taking informal concerns seriously at the earliest
stage will reduce the numbers that develop into formal complaints.
The policy which follows deals with complaints but the underlying principle is that concerns ought to be handled, if at all possible,
without the need for formal procedures. The requirement to have a complaints procedure need not in any way undermine efforts to
resolve the concern informally. In most cases the class teacher or the individual delivering the service in the case of extended
Academy provision, will receive the first approach. It would be helpful if staff were able to resolve issues on the spot, including
apologising where necessary.
The formal procedures will need to be invoked when initial attempts to resolve the issue are unsuccessful and the person raising the
concern remains dissatisfied and wishes to take the matter further.