Concerns, complaints and compliments

Concerns, Complaints and Compliments Leaflet

Complaints should be addressed to the Principal

Mrs J Santinelli
c/o St Benedict's college
Norman Way
Colchester
Essex
CO33US

WHAT IS THE DIFFERENCE BETWEEN A CONCERN AND 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 generally defined as ‘an expression of dissatisfaction however made, about actions taken or a lack of action’

DOES THE PROCEDURE DEAL WITH EVERY COMPLAINT?

No – just with complaints about matters under the control of the college. Complaints about Essex Local Authority services, including transport, should go to the LA department involved.

In the case of a very serious complaint against any member of staff you should contact the Principal directly.

In the case of a very serious complaint against the Principal you should contact the Chair of Governors

WHAT MIGHT A CONCERN BE ABOUT?

absence (authorised/unauthorised)
bullying by other student
detentions and other consequences
homework: too much or too little of it
issues on the Health and Safety of your child
missing property: the college’s perspective on this issue
Parents’ Evenings
unfair treatment of your child as you or your child perceives it
your child’s academic/social progress
your child’s relationship with teachers or other staff
any situation which causes you or your child concern

WHAT DO I DO IF I HAVE A CONCERN ABOUT ST BENEDICT’S?

Tell a member of staff. Preferably speak with the member of staff most knowledgeable of the facts of the matter. We aim to be open and responsive. We want to listen to your worries. We also welcome suggestions about ways to improve our work.

HOW TO RAISE A CONCERN

by email
by telephone
by letter

We discourage parents from arriving at the college without an appointment, as the person they wish to see may be unavailable. If this happens we do, of course, try to ensure that a senior member of staff responds to your immediate concerns and makes arrangements
for you to be contacted by the appropriate persons as soon as is possible.

THE COMPLAINTS PROCEDURE

How to raise a concern or make a complaint

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 behalf of a complainant, as long as they have appropriate consent to do so.

Concerns relating to form groups or general academic considerations will progress up the line management system as follows:

• to your child’s form teacher

• to your child’s pastoral or academic lead

• to a member of the senior leadership team

• to the principal

Special academic considerations progress in somewhat similar way:

• to the form teacher

• to the subject teacher

• to the head of department