Unreasonable Complaints Policy

Version

1.2 Draft

Review Date

December 2019

 Review Cycle

 Biennially 

 Review Due

  December 2021

 Author / Owner

 

Geoff Cherrill - Headteacher 

Winchelsea School is committed to dealing with all complaints in a consistent, fair and impartial manner and to providing a high quality service to those who complain. We will not normally limit the contact complainants have with the school. However, we do not expect our staff to tolerate unacceptable behaviour and will take action to protect staff from such behaviour, including that which is abusive, offensive or threatening. 

Winchelsea School defines unreasonable complainants as those who, because of the frequency or nature of their contacts with the school, hinder our consideration of their or other people’s complaints.

 A complaint may be regarded as unreasonable when the person making the complaint:

  • refuses to articulate their complaint or specify the grounds of a complaint or the outcomes sought by raising the complaint, despite offers of assistance;
  • refuses to co-operate with the complaints investigation process while still wishing their complaint to be resolved;
  • refuses to accept that certain issues are not within the scope of a complaints procedure;
  • insists on the complaint being dealt with in ways which are incompatible with the adopted complaints procedure or with good practice;
  • introduces trivial or irrelevant information which the complainant expects to be taken into account and commented on, or raises large numbers of detailed but unimportant questions, and insists they are fully answered, often immediately and to their own timescales;
  • makes unjustified complaints about staff who are trying to deal with the issues, and seeks to have them replaced;
  • changes the basis of the complaint as the investigation proceeds;
  • repeatedly makes the same complaint (despite previous investigations or responses concluding that the complaint is groundless or has been addressed);
  • refuses to accept the findings of the investigation into that complaint where the school’s complaint procedure has been fully and properly implemented and completed including referral to the Department for Education;
  • seeks an unrealistic outcome, and makes excessive demands on school time by frequent, lengthy, complicated and stressful contact with staff regarding the complaint in person, in writing, by e-mail and by telephone while the complaint is being dealt with.

A complaint may also be considered unreasonable if the person making the complaint does so either face-to-face, by telephone or in writing or electronically:

  • maliciously;
  • aggressively;
  • using threats, intimidation or violence;
  • using abusive, offensive or discriminatory language;
  • knowing it to be false;
  • using falsified information, and
  • publishing unacceptable information in a variety of media such as in social media, other public forums or newspapers.

Complainants should limit the numbers of communications with a school while a complaint is being progressed. It is not helpful if repeated correspondence is sent (either by letter, phone, email or text) as it could delay an outcome being reached. 

Whenever possible, the Headteacher or Chair of Governors will discuss any concerns with the complainant informally before applying an ‘unreasonable’ marking. 

If the behaviour continues, the Headteacher will write to the complainant explaining that their behaviour is considered unreasonable and enclosing a copy of the school’s policy.  Details of the behaviours which are considered unreasonable will be specified and the complainant will be requested to change these. 

 Where complainants excessively contact Winchelsea School causing a significant level of disruption, we may specify methods of communication and limit the number of contacts in a communication plan. This will usually be reviewed after 6 months. 

In response to any serious incident of aggression or violence, we will immediately inform the police and communicate our actions in writing. This may include barring an individual from the school.

Covid-19

20 Oct 2020

Unfortunately, I need to inform you all that we have two suspected Covid-19 cases in school. At present they are not confirmed cases.  However, I have made the decision to send home the pupils an...

Early Half Term

20 Oct 2020

Hi everyone, Following on from my earlier message.... I have spent all afternoon trying to come up with a plan to ensure that we can stay open for the rest of this week. However, we now have 23 staff...

Winchelsea School Virtual Tour

16 Oct 2020

Hi everyone, The virtual tour of the school we have produced as part of our alternative to Parents Evening will be live on the Youtube Channel today! Big thanks to the pupils and staff involved in mak...

Magna Academy Satellite

16 Oct 2020

Good evening, I have tonight been informed that Magna Academy has closed early for half term. This means pupils on roll at Magna Academy will not be attending school next week. I will establish what t...

Consultation

09 Oct 2020

I am delighted to provide details about our proposed satellite setting at Somerford Primary School. The consultation for this proposal can be found here -  www.bcpcouncil.gov.uk/winchelseaatsomer...

Parents Evening

06 Oct 2020

Hi Everyone, As I am sure you are aware, we are unable to have large numbers of visitors to school at present. Unfortunately, this means we cannot run our Parents Evening in the way we intended. Howev...

Pupils with Covid-19 Symptoms

24 Sep 2020

I would be very grateful if you could all read the attached -  Parent Letter - Symptoms - September 2020 NHS Letter to Parents September 2020 Regards,Geoff CherrillHeadteacher

School Meals - Update

23 Sep 2020

Following the latest guidance, I am really, really sorry to let you know that we will not be able to provide hot meals from next week as planned. We are unable to use the dining room for large groups...

Parent Governor Vacancy

23 Sep 2020

We currently have a vacancy for Parent Governor in the Full Governing Body. Please see below for further information - Parent Governor Election - September 2020 Parent Governor Information if you woul...

Coivd-19 Parent Guide

22 Sep 2020

Please our latest guidance below -  Parent Guide to Covid-19 Absence - 22nd September 2020 Regards,Geoff CherrillHeadteacher