Complaints

The difference between a concern and a complaint is that a definition of a concern is ‘an expression of worry or doubt over an issue considered to be important for which reassurances are sought’.

We define a complaint as ‘an expression of dissatisfaction however made, about actions taken or a lack of action that requires an investigation and formal response in writing’.

It is in everyone’s interest that concerns and complaints are resolved as swiftly as possible. Many issues can be resolved informally, without needing to escalate to the formal stages of the complaints process. Amwell View School and Specialist Sports College takes 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 such cases, you will be referred to another 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. The member of staff may be more senior but does not have to be. The ability to consider the concern objectively and impartially is the most important factor. Amwell View School and Specialist Sports College understands however, that there are occasions when people only wish to raise their concerns formally. In such instances, Amwell View School will attempt to resolve the issue(s) internally, through the stages outlined within this complaints policy and procedure.