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World Class Schools Quality Mark (WCSQM) is a charity and national awarding body. World Class Schools is an award in which a school is recognised as 'Beyond Outstanding'. It is the calibre of the student which proves the calibre of the school. If the school is truly World Class then the students will be able to own and demonstrate World Class qualities. Read More

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Moor End Academy

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

2018/19

2019/20

2020-21

11

5 14

2020-21 Complaints Report

The academy continues to investigate all concerns and complaints raised in accordance with our “Procedures for Handling Complaints” which is available on the academy website.

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 at Vice Principal level and reported back to the Principal who decides whether to close or go to Stage 2.

  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

 

Autumn 20/21

4

0

0

0

4

Spring 20/21

4

0

0

0

3

Summer 20/21

6

0

0

0

7

Total for 20/21

14

0

0

0

14

Total for 19/20

5

0

0

0

14

Total for 18/19

11

0

0

0

11

During the 2019/20 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.

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 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.

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.

We note that this has been an unusual year with students out of school for considerable periods in the autumn term due to COVID-19 isolations or during the spring term whilst schools were closed to most students. We believe this may have had an impact with most concerns raised and resolved at stage 1 around concerns linked to related issues which were fairly straightforward to resolve.