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. E-ACT takes concerns seriously and will make every effort to resolve the matter as quickly as possible.
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 on a complainant, as long as they have appropriate consent to do so and we will have to gain consent to discuss anything with the third party. Parental complaints against school staff (except the Headteacher) should be made in the first instance, to the Headteacher via the Academy office. Please mark any correspondence as Private and Confidential.
Complaints that involve or initially are about the Headteacher (but not about the response to the complaint from the Headteacher) should be addressed to the Education Director (ED), via Governance.Team@E-ACT.org.uk. Please mark them as Private and Confidential.
Complaints about the Chief Executive Officer (CEO) or a Trustee of the Trust, should be addressed to the Chair of Trustees, via Governance.Team@E-ACT.org.uk. Please mark them as Private and Confidential.
For ease of use, a template complaint form is included at the end of the Complaints Policy (click 'E-ACT Policies' below). If you require help in completing the form, please contact the Academy office. You can also ask a third-party organisation for example like the Citizens Advice to help you.
Please note that Subject Access Requests must be made separately from any complaint via DPO@E-ACT.org.uk.
In accordance with equality law, we will consider making reasonable adjustments if required, to enable complainants to access and complete this complaints procedure. For instance, providing information in alternative formats, assisting complainants in raising a formal complaint or holding meetings in accessible locations. Please note that responses to complainants could be delayed if investigations are taking place, or there is a school holiday. The Academy will keep you informed on when you can expect a response.
To view the Complaints Policy in full, as well as other E-ACT policies, please click below:
You can download a pdf of the Complaints Policy here.
A paper copy can also be provided to you from the academy office.
