Summary: Complaint scope, principles, submission routes, response times, records and escalation.

1. Purpose

This policy outlines how Bowen Education CIC handles complaints.

We aim to resolve concerns fairly, quickly, and transparently.

2. Scope

This applies to parents, carers, children, staff, and members of the public.

Complaints will be taken seriously.

Handled confidentially.

Resolved as quickly as possible.

No negative impact for raising concerns.

Step 1: Speak to staff member (informal resolution).

Step 2: Submit complaint in writing/email.

Email: complaints@boweneducation.org

Step 3: Escalate to Director/DSL if unresolved.

Acknowledgement within 2 working days.

Full response within 10 working days.

All complaints will be recorded and stored securely.

Records include actions taken and outcomes.

Any safeguarding-related complaint will be immediately referred to the DSL.

If required, external agencies (e.g. Social Care) will be contacted.

If not satisfied, complainant can contact external bodies:

Local Authority / NSPCC

This policy is reviewed annually.