Complaints Policy (DRAFT)

This policy is presented in HTML to support accessibility needs and to work across multiple platforms. A full PDF copy is also available below.
Date Approved -
Approved By - Chair of Academy Council
Review Frequency - Annually
Date of Next Review - March 2026
Full PDF Policy

History of Recent Policy Changes

Version

Date

Page

Change

Origin of Change

Version
6
Date
Feb 2025
Page
Whole Document
Change
Full Review
Origin of Change
Version
1
Date
Nov 2012
Page
Whole document
Change
Adoption by the Cabot Learning Federation & Implementation
Origin of Change
Following consultation and development of a harmonised Employee Handbook
Version
2
Date
Jun 2015
Page
Whole document
Change
Annual review of full document.
Origin of Change
Annual review including feedback received from Academies
Version
2.1
Date
Oct 2015
Page
4 and 5
Change
Minor changes to clarify the stage 1 process
Origin of Change
Request for clarity from Academies
Version
2.2
Date
Sep 2016
Page
Whole document
Change
Amended to reflect policy covers parents/carers and members of the public
Origin of Change
Following review
Version
3
Date
Sep 2017
Page
Whole document
Change
Change of process
Origin of Change
Following legal advice
Version
4
Date
Oct 2019
Page
Whole document
Change
Full review
Origin of Change
Bi-annual review
Version
5
Date
Oct 2021
Page
Whole document
Change
Full review
Origin of Change
Bi-annual review
Version
5.2
Date
Oct 2021
Page
Whole document
Change
Amendments implemented following EQIA
Origin of Change
Version
5.3
Date
Dec 2021
Page
Stage 2 panels
Change
Detail added about the composition of panels.
Origin of Change
Version
5.4
Date
Oct 2022
Page
Timescales for informal complaints and retaining records in academies
Change
Timescales for informal complaints and retaining records in academies
Origin of Change
Feedback from ESFA
Version
5.5
Date
Dec 2023
Page
Stage 2 panels
Change
Amendment to composition of panels Addition of a Complaints Form – Appendix 1
Origin of Change
Version
6
Date
Oct 2024
Page
Whole document
Change
Full review
Origin of Change
Version
6.1
Date
Mar 2025
Page
7
Change
Addition of new Stage 2 process
Origin of Change
Version
6.2
Date
Mar 2026
Page
10 and 11
Change
Addition of campaign complaints process and timescales for raising complaints
Origin of Change
Contents

Complaints Policy

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School Road
Monkton, Heathfield
Taunton
TA2 8PD
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