Complaints

At Amadeus Primary Academies Trust, we recognise that parental concerns and complaints are an important aspect of maintaining strong relationships between our schools and the communities we serve. We take all complaints seriously and are committed to addressing them promptly and effectively. The Trust has established clear procedures to ensure that parental feedback is handled with transparency, fairness, and respect. By listening carefully to parents and working collaboratively to resolve issues, we aim to foster a positive and supportive environment for all our pupils and their families, in line with our commitment to high standards of education and wellbeing.

Stage 1: Informal 

Concerns should be raised in the first instance with the relevant member of staff (Class Teacher, Head of Year/Key Stage, or member of the Senior Leadership Team) or an appropriate member of staff according to the matter concerned. This may be by letter, email, telephone or requesting a meeting via the Academy office. If the member of staff is unable to deal with the concern immediately, a note will be taken of the details and the Complainant will be contacted as soon as the matter has been investigated. If a concern is raised with a member of staff who feels they are not the best person to deal with it, the matter will be referred to the Principal for them to determine the best person to deal with the matter. This does not escalate the stage of this policy the matter is being dealt with.

Stage 2: Formal Complaint

If a Parent/Carer/student or member of the public feels that their concern has not been resolved or it is of sufficient magnitude that an informal resolution is unlikely they may raise a Formal Complaint under this policy.

The Complainant must put the complaint in writing to the Principal using the Trust’s Complaint Reporting Form, unless the Complainant has a disability, learning difficulty, or difficulties with the English language, in which case the Complainant may contact the Academy for assistance.

When completing the Complaint Reporting Form, the Complainant should provide as much detail as possible about the matter including dates and times of events, potential witnesses, copies of any relevant documents, and a clear indication of the action(s) they seek to resolve the complaint.

Stage 3 (Trust Leadership) 

If the Complainant is not satisfied with the outcome of a Formal complaint heard at stage 2 (Formal), the Complainant should contact the Chief Finance and Operations Officer in writing clearly stating their reasons for requesting a review of their complaint within 5 school days of the date of the written response from Stage 2.

Stage 4 Trust Board/Independent Panel

If the Complainant is not satisfied with the outcome of the previous applicable stages, the Complainant may request that the complaint be considered at Stage Four. 

Stage 4: New allegations that have not been raised at Stage 3 may not be raised at this point. New evidence which was not provided before the completion of the Stage 3 investigation will not normally be considered. The chair of the Trust / Independent Panel shall have discretion to permit further evidence if it is relevant to the matters to be considered as part of the appeal. 

The role of the Panel is not to conduct a further investigation of the complaint. The Panel’s role is to consider the procedural fairness of the investigation undertaken at the earlier stages , and the determination made