Guidance

Complaints procedure for MOD schools and settings overseas - Annex D

Updated 1 October 2020

Complaints procedure - timetable

If it is not possible to complete a stage within the specified timescale (e.g. where the complaint requires extensive investigation) the complainant should be notified of the reasons for the delay and given a revised timescale for completion.

Complaints about actions of a member of staff other than the head teacher/setting manager:

Informal stage: 15 school days from date complaint first raised.

Formal stage 1: 15 school days from date complaint received by head teacher/setting manager.

Formal stage 2 – Appeal: 20 school days from the date complaint received by the Chair of the School Governance Committee.

Complaints about actions of the head teacher/setting manager:

Informal stage: 15 school days from date complaint first raised with head teacher/setting manager.

Formal stage 1: 15 school days from date complaint received by the Chair of the School Governance Committee.

Formal stage 2 – appeal: 20 school days from date complaint received by the Chief Education Officer, MOD schools.

Complaints from pupils:

Timetable to be specified in school/setting procedures but no longer than timetable for dealing with complaints from parents.