- • panel will be open minded and act independently. • panel will be open minded and act independently.
- • member of the panel will have a vested interest in the outcome of the proceedings • member of the panel will have a vested interest in the outcome of the proceedings or any involvement in any earlier stage of the procedure.
- • the issues raised in the complaint will be discussed and considered. Any new • the issues raised in the complaint will be discussed and considered. Any new issues raised will need to be raised as a separate complaint and given due consideration by progressing through the Complaints Policy.
- • any party fails to attend the Governors Complaints Panel hearing, then the hearing • any party fails to attend the Governors Complaints Panel hearing, then the hearing will continue in their absence and considered on any written evidence that the absent party has submitted at least 10 school days prior to the hearing.

The following points should also be noted:

- • parties shall be put at ease and the hearing will be conducted as informally as • parties shall be put at ease and the hearing will be conducted as informally as possible with each party treating the other with respect and dignity.
- • Chair of the Complaints Panel will explain the panel’s remit to all parties and • Chair of the Complaints Panel will explain the panel’s remit to all parties and ensure that each party has the opportunity to put their case without undue interruption and to ask questions.
- • are only required to attend for the part of the hearing in which they give • are only required to attend for the part of the hearing in which they give their own evidence.
- • an introduction by the Chair of the panel, the complainant is invited to explain • an introduction by the Chair of the panel, the complainant is invited to explain their complaint and be followed by their witnesses.
- • Headteacher may question both the complainant and the witnesses after each • Headteacher may question both the complainant and the witnesses after each has spoken but only to clarify what they are saying.
- • Headteacher is then invited to explain the school’s actions and be followed by the • Headteacher is then invited to explain the school’s actions and be followed by the school’s witnesses.
- • complainant may question both the headteacher and the school’s witnesses after • complainant may question both the headteacher and the school’s witnesses after each has spoken but only to clarify what they are saying.
- • panel may ask questions at any time. • panel may ask questions at any time.
- • complainant is invited to sum up their complaint. • complainant is invited to sum up their complaint.
- • Head Teacher is invited to sum up the school’s actions and response to the • Head Teacher is invited to sum up the school’s actions and response to the complaint.
- • Chair explains that both parties will receive the written decision of the panel from • Chair explains that both parties will receive the written decision of the panel from the Clerk within 5 school days.
- • parties leave together whilst the panel considers the issues. The Clerk, and any • parties leave together whilst the panel considers the issues. The Clerk, and any other advisers, may be present with the panel during their discussion but the conclusions and recommendations are the responsibility of the panel members only.

The Chair of the Complaints Panel, through its clerk, will ensure that all parties are notified in writing of the panel’s decision within 5 school days. The reasons for the decision will be clearly defined, in plain English and will include information regarding any further rights of appeal. If the panel makes findings and recommendations as a result of the panel hearing then these findings and recommendations will be shared with the complainant and, where relevant, the person complained about. A copy of any findings and recommendations will also be made available for inspection by the Board of directors and the Principal of the school. A copy of the minutes of the panel hearing will be issued to the complainant.

If either party requires clarification concerning any points in the letter, this will be provided by the Chair of the Complaints Panel.

- 6 Register of Complaints

The school will maintain a register of all formal complaints received and note whether each one was resolved at the end of Stage 2 or whether the proceed to a Stage 3 panel hearing. This register will record any action taken by the school or Multi Academy Company as a result of the complaint, regardless of whether the complaint is upheld or not.

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