Complaints
The Academy's complaints policy can be found here.
If you have any concerns about the Academy, then please do not hesitate to get in touch by telephone or email, and we will try to resolve your issues as soon as we can.
Telephone: 01484 222230 Email: office@edu.moorend.org
|
Number of Complaints Registered |
|
|||
|
2019/20 |
2020-21 |
2021-22 |
2022-23 |
2023/24 |
|
5 |
14 | 20 | 8 | 11 |
2023-24 Complaints Report
The academy continues to investigate all concerns and complaints raised in accordance with our “Handling Complaints Policy”, see link above.
The majority of concerns are dealt with and closed at the early stages of the procedure at Stage 1, “Informal Concern heard by staff member.” These are dealt with by a senior member of staff.
| Stage 1 | Stage 2 | Stage 3 | Stage 4 | Total | |
|
|
Informal Concern heard by a member of staff |
Formal Complaint reviewed by the Principal |
Complaint heard by Local Academy Board |
Appeal complaint reviewed by CEO |
|
|
Total for 23/24 |
9 |
2 |
0 |
0 |
11 |
|
Total for 22/23 |
8 |
0 |
0 |
0 |
8 |
|
Total for 21/22 |
17 |
3 |
0 |
0 |
20 |
|
Total for 20/21 |
14 |
0 |
0 |
0 |
14 |
|
Total for 19/20 |
5 |
0 |
0 |
0 |
5 |
When all complaints are investigated, the academy is reflective and aims to improve practice going forward. This can be through advice and guidance to staff, changes to policies and procedures. Feedback will then be provided to the person who has lodged the complaint/ concern in line with policy.
In the 2022/23 academic year, we have had 8 concerns heard by a staff member, none of which have gone beyond stage 1. The 8 that were dealt with at stage 1 were managed by a senior member of staff but did not require the complaint to progress to stage 2.
In the 2021/22 academic year, we have had 17 concerns heard by a staff member, none of which have gone beyond stage 1 to stage 2 and a formal complaint. The 17 that were dealt with at stage 1 were managed by a senior member of staff but did not require the complaint to progress to stage 2. We have had 3 concerns that have progressed to and have been dealt with at stage 2.
In the 2020/21 academic year, we have had 14 concerns heard by a staff member, none of which have gone beyond stage 1 to stage 2 and a formal complaint. The 14 that were dealt with at stage 1 were managed by a senior member of staff but did not require the complaint to progress to stage 2.
In the 2019/20 academic year, we have had 5 concerns heard by a staff member, none of which have gone beyond stage 1 to stage 2 and a formal complaint. The 5 that were dealt with at Stage 1 were managed by a senior member of staff but did not require the complaint to progress to Stage 2.