Complaints

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.  OSFC takes informal concerns seriously and will make every effort to resolve the matter as quickly as possible.

How to raise a concern or make a complaint

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’.

Concerns should be raised with either your personal tutor or class teacher in the first instance, if appropriate.  Concerns raised directly with a Senior Leader will usually be referred to the relevant staff member or Curriculum Leader unless the Senior Leader deems it appropriate for them to deal with the matter personally.

A concern or complaint can be made in person, in writing or by telephone. They may also be made by a third party acting on your behalf, as long as they have appropriate consent to do so.  It is helpful to identify at the earliest opportunity what you think might resolve the issue.

An appropriate member of staff will investigate the concern/complaint and provide written or verbal feedback as appropriate and within 10 working school days of being notified of the concern.

We understand however, that there are occasions when people would like to raise their concerns formally.  This may also be the case if a concern remains unresolved following previous communication with the College.  Where a formal complaint is made, the College will attempt to resolve the issue internally, through the stages outlined within the complaints procedure (see Complaints Policy).

Complaints against staff (except the Principal) should be made in the first instance, to the Deputy Principal. Please mark them as Private and Confidential.

Timescales

Concerns and complaints must be made as soon as is practicable, or within three months of the date of the incident or, where a series of associated incidents have occurred, within three months of the last of these incidents. We will consider complaints made outside of this time frame if exceptional circumstances apply.

We will consider complaints made outside of term time to have been received on the first school day after the holiday period.

For more information please see the Complaints Policy.

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