Opening Soon | Specialist part-time alternative provision in Stoke Newington | Early enquiries welcome
CONCERNS AND COMPLAINTS
Speaking up should lead to a fair response
Praxis wants parents, carers, pupils, commissioners, professionals and members of the public to feel able to raise a concern without unnecessary barriers. Concerns will be considered respectfully, objectively and as promptly as the circumstances allow.
A concern or complaint will not affect how a pupil or prospective pupil is treated. No person will be disadvantaged for raising a matter in good faith.
Understanding the route
Some matters can be resolved through an early conversation. Others require a formal written response. Praxis will consider the nature, seriousness and urgency of the matter rather than requiring every concern to follow the same route.
1. Informal concern
Where appropriate, a question or concern should first be raised with the person responsible for the relevant area. Praxis will listen, clarify what has happened and seek a practical resolution where possible.
2. Formal complaint
If the concern is serious, cannot be resolved informally or the complainant wishes to use the formal process, it should be submitted in writing. Praxis will acknowledge it, confirm the matters being considered and explain the response arrangements.
3. Review
Where the complainant remains dissatisfied, they may request a review. The review will consider whether the complaint was addressed fairly, whether relevant evidence was considered and whether the response and proposed action were reasonable.
Safeguarding concerns
A concern about a child’s safety or welfare will be managed through safeguarding procedures and must not wait for the ordinary complaints process. If a child is in immediate danger, call 999. Otherwise contact the children’s social-care service for the local authority responsible for the child.
Who may raise a concern
Concerns may be raised by parents, carers, pupils, prospective families, commissioners, schools, professionals, contractors, visitors or members of the public. Reasonable adjustments will be considered where someone requires support to access the process.
Complaints involving the Executive Director
A complaint concerning the Executive Director must not be investigated solely by the person complained about. It will be referred through an appropriate independent oversight arrangement. The confirmed route will be identified in the approved Complaints Procedure before Praxis begins operating with pupils.
Fairness, confidentiality and records
Praxis will seek to establish the relevant facts, allow those involved a fair opportunity to respond and keep an appropriate written record of formal complaints, decisions and resulting actions.
Information will be shared only with people who need it to consider the complaint, meet safeguarding responsibilities or comply with the law. Complete confidentiality cannot be promised where information must be shared to protect a child or another person.
Praxis may take proportionate action where communication becomes abusive, threatening, discriminatory or persistently prevents a matter from being considered fairly. This will not prevent a legitimate concern from being addressed.
CURRENT POSITION
Raising a concern during development
Praxis is opening soon and is not currently operating with pupils in attendance. Questions, feedback or complaints about its developing provision may be sent to:
enquiries@praxisacademyuk.co.uk
Complaints relating to a commissioner, school, local authority or another provider should normally be directed to that organisation where it is responsible for the matter.
A full Complaints Procedure, including confirmed responsibilities, response stages, review arrangements and timescales, will be published after final review and approval.