Complaints Procedure

At Harp Academy we aim to work in partnership with parents, carers and teaching colleagues to deliver a high quality service for everyone. If for any reason we fall short of this goal, we would like to be informed in order to amend our practices for the future.

The Managing Director is usually responsible for dealing with complaints. If the complaint is about the Managing Director however, another senior member of staff will investigate the matter.

Any complaints received about staff members will be recorded in an Incident log and a Complaints log will be completed. Records of all complaints are kept for at least three years and a summary of complaints is available on request. Any complaints made will be dealt with in the following manner:

Stage One
Complaints about aspects of Harp Academy activity:
•   The Managing Director will discuss the matter informally with the complainant and aim to reach a satisfactory resolution as quickly as possible.

Complaints about a Harp Academy staff member:
•  If appropriate the complainant will be encouraged to discuss the matter with the staff member concerned.
•  If the complainant feels that this is not appropriate, the matter will be discussed with the Managing Director, who will liaise with the staff member concerned and try to reach a resolution.

Stage Two
If it is impossible to reach a resolution to the complaint through informal discussion, the complainant should submit their concerns in writing to Harp Academy’s Managing Director.

The Managing Director will:
•  Acknowledge receipt of the letter within 7 days.
•  Investigate the matter and notify the complainant of the outcome within 28 days.
•  Send a full response in writing, to all relevant parties, including details of any recommended changes to be made to Harp Academy’s practices or policies as a result of the complaint.
•  Meet relevant parties to discuss Harp Academy’s response to the complaint, either together or on an individual basis.

If a child protection issue is raised, the Harp Academy’s Managing Director will refer the situation to Harp Academy’s Child Protection Officer, who will then contact the Local Authority Designated Officer (LADO) and follow the procedures of Harp Academy’s Safeguarding Policy.

If a criminal act may have been committed, Harp Academy’s Managing Director will contact the police.

Stage Three
If the complainant is still not satisfied with the outcome, they may contact Ofsted. A parent or carer can submit a complaint to Ofsted about Harp Academy at any time. Ofsted will consider and investigate all complaints. Ofsted’s address is: Ofsted, Piccadilly Gate, Store Street, Manchester M1 2WD. Telephone:   0300 123 1231 (general enquiries) / 0300 123 4666 (complaints)