1. Purpose
● To produce a policy that provides all our stakeholders with a consistent, fair and open process, in
which to express their complaints.
● To ensure a timely and considered response to these complaints that will prevent problems getting
worse, and make us more accountable to our stakeholders.
● To comply with all quality assurance and inspection procedures.
● To ensure staff know the process and have guidance on the most effective way of handling
complaints.


Eagles Academy is committed to listening to all our stakeholders who have experienced a problem. If
we have made a mistake, we will apologize and take the appropriate action to stop this happening
again.
We aim to deal with all our stakeholders fairly, courteously, promptly and effectively.

2. Implementation
Suggestion’s box will be available in the Academy’s reception. Every month this box will be opened in
the presence of the school principal and parent representatives. All the complaints must be discussed
and handled appropriately. This measure should indeed help resolve the students’ and parents’ issues.
Concealment needs to be preserved with respect to the name of the complaint.
Our phone numbers and email are present to all stakeholders as well as a messaging service. Calls from
parents are addressed with professionalism and are circulated to the responsible staff member
directly.
If we do disappoint our stakeholders, we aim to deal with their complaint, where possible, at the point
where the problem arises, using a common-sense approach, before recording as a formal complaint. If
the complaint is not resolved at this point, the appropriate member of the Senior Leadership Team will
investigate further. Complaints will be monitored and recorded. The aim of this is to identify when
problems arise and ensure that our processes and procedures are adapted to ensure they do not occur
again. The focus of the complains procedure is the complaint itself, rather than the person making the
complaint.
When a stakeholder expresses their dissatisfaction with us, we should attempt to resolve their
complaint quickly and informally at the first point of contact. However, if the stakeholder wishes to
take their complaint further, it becomes a complaint and a complaint record must be raised. The staff
member should also explain the complaints process to the customer.

Eagles Academy operates a three-staged complaints process and we will acknowledge receipt of a
complaint within 2 working days. We will then progress through the following stages:
Stage 1 – Informal resolution
In the first instance, most concerns or complaints can be dealt with informally and should be raised
with the class teacher, Principal or Coordinator other appropriate members of staff. Any member of
staff receiving a complaint must forward the details either in writing or electronically as per the
regulations of our communication policy. The record must show who was involved, what the subject
of the complaint was and when, or if, it was resolved. It must be signed or dated. If the complaint moves
to the second stage, a copy of the record must be passed to the member of staff to whom the complaint
has been referred. The aim is to respond within five working days. If this is not possible, a letter must
be sent to the complainant explaining why not and when a response can be expected.
If you are responding to a comment or complaint in writing, remember the following important points:
● Letters responding to complaints must include an apology and explanation.
● Before you get started, decide what message you are trying to get across.
● Make sure you do not ignore any of the points in the original comment or complaint.
● Use clear and straightforward language. Use everyday words, not jargon.
● Make sure the person receiving the letter can tell who it is from and, if necessary, who will be
dealing with the complaint.
● Ask yourself, “would I like to receive a letter like this from another organization?” and “would I
understand a letter like this?” If the answer is “No”, then rewrite it.
It is important that all stakeholders’ complaints be sorted out as quickly as possible. No matter how
inconsequential you think the matter is, it is important to the stakeholder.
If you are responding to a comment or complaint over the phone or n person,
● Give your own name. Find out and use the title and the surname of the stakeholder.
● In dealing with sensitive matters, be aware of issues of confidentiality.
● Listen carefully without interruption to the customer. If they are angry let them get things “off
their chest”.
● If you need more information from them, ask some questions.
● Repeat a summary of the complaint to make sure you have fully understood what the stakeholder
has said.
● Do not say, “that’s another person or Department”. Help the stakeholder by making contact with
the right people for them.
● Explain to the stakeholder how you are dealing with the problem and, if you can, agree what the
solution will be.
● Don’t make promises you cannot keep.
● If you can’t do what you are being asked to do, try and explain why.
● Go on to suggest what other options might be available.
● If you are getting a lot of complaints about a decision that the school has taken, find out from your
Principal why that decision was taken, and then you can pass on to the stakeholder.
● Even if you did not cause the problem which has upset the stakeholder, accept the complaint on
behalf of the school.
● Do not blame people elsewhere in the school. Any problems between us should be sorted out
between us only.
Stage 2 – Formal resolution
If the complaint cannot be resolved on an informal basis, then the complaint should be put in writing
to the Principal. In most cases, the Principal, or other member of the Head Committee, will meet or
speak with the complainant within five days of receiving the complaint. If possible, a resolution will be
reached at this stage. Again, a record must be kept, signed and dated of all meetings and interviews
held in relation to the complaint. If a further investigation is required, this will be conducted keeping
in mind that privacy is pivotal. A decision will be made and the complainant informed in writing of the
outcomes of the investigation, the decision taken and the reasons for the decision. This will be within
a further five working days. If the complainant is still not satisfied, they may appeal the decision and
move to Stage three.
Stage 3 – Appeals Process – Panel Hearing
An appeal against the decision should be submitted in writing to the Independent member of the Board
of Directors. He will chair and convene a panel of, at least, three people who were not directly involved
in the matters detailed in the complaint. A hearing will be organized as soon as practicable within
fifteen working days. The complainant may be accompanied at the hearing by one other person, if they
wish. After due consideration of all the facts considered relevant, the Panel will reach a decision and
may make recommendations, which will be issued in writing to the complainant, informing them of its
decision and the reasons for it. The Panel’s findings and recommendations, if any, will be sent in writing
to the complainants, the Principal and the person about whom the complaint was made, if relevant. A
copy will be held by the Principal.. The Panel’s decision is final.
Records
All concerns and complaints will be treated seriously and confidentially. Correspondence, statements
and records relating to the individual complaints will be kept confidential. The record will state who is
involved, the details of the matter involved and when it was resolved. There will be a regular review
of complaints recorded to analyze causes and any patterns