1. Purpose 

The purpose of this procedure is to provide a robust process for dealing with complaints relating to the school or its employees, including the provision of facilities or services. 

This procedure also includes a provision for dealing with vexatious, malicious or repetitive unfounded complaints. 

Scope 

This complaints procedure is not limited to parents or carers of children that are registered at the school. Any person, including members of the public, may make a complaint to Liberty in the Wild about any provision of facilities or services that we provide. 

Unless complaints are dealt with under separate statutory procedures (such as appeals relating to exclusions or admissions, see Appendix 5 for a full list), we will use this complaints procedure. 

This procedure is not to be used when considering complaints from staff. In such instances, the school’s grievance policy should be applied. 

2. Aims of the Procedure 

The aim of this procedure is to: 

• Achieve informal resolution wherever possible 
• Resolve general complaints efficiently and effectively 
• Provide a transparent process for dealing with complaints, both formally and informally 
• Ensure that all stages of the procedure will be investigatory rather than adversarial 
• Ensure that every complaint is heard and handled appropriately 
• Deal with complaints with sensitivity, impartiality and confidentiality 
• Allow redress where necessary and provide information for the School Management Team to improve services. 

3. Complaints Procedure 

The majority of issues raised by parents, carers, the community, visitors, volunteers or pupils are concerns rather than complaints. 

A concern may be defined as: 

“An expression of worry or doubt over an issue considered to be important for which reassurances are sought.” 

A complaint may be defined as: 

“An expression of dissatisfaction however made, about actions taken or a lack of action.” 

It is in everyone’s interest that all concerns and complaints are resolved at the earliest possible stage. Many issues can be resolved informally without the need to use the formal stages of the complaint procedure. 

Liberty in the Wild takes concerns seriously and will make every effort to resolve matters as quickly as possible. 

If you have difficulty discussing a concern with a particular member of staff, we will respect your views. In these cases, the school's nominated Complaints Administrator (School Administrator or Director) will refer you to an alternative member of staff. 

Similarly, if the member of staff directly involved feels unable to deal with a concern, the Complaints Administrator will refer you to another staff member. The member of staff may be more senior but does not have to be. The ability to consider the concern objectively and impartially is more important. 

We understand however that there are occasions when people would like to raise their concerns formally. In this case, Liberty in the Wild will attempt to resolve the issue internally through the stages outlined within this complaint procedure. 

3.1 How to Raise a Concern or Make a Complaint 

A concern or complaint can be made in person, in writing (by letter or email) or by telephone. 

For ease of use, a template complaint form is included with this document (Appendix 1). 

If you require help in completing the form, please contact the school office. You can also ask third party organisations such as Citizens Advice to help you. 

3.2 Anonymous Complaints 

We will not normally investigate anonymous complaints unless there are exceptional circumstances. 

For example, if there were serious child protection concerns or bullying allegations, Liberty in the Wild would involve appropriate external agencies or conduct an internal review to determine whether there is corroborative evidence that may trigger a formal investigation. 

The Directors, or Chair of the Advisory Board where appropriate, will determine whether the complaint warrants investigation. 

3.3 Timescales 

Complaints should normally be raised within three months of the incident occurring, or within three months of the complainant becoming aware of the matter. 

The school will consider complaints made outside of this time frame where exceptional circumstances apply. 

Complainants should explain their concerns clearly and as fully as possible, including any action taken to date. 

Complainants should allow Liberty in the Wild a reasonable time to deal with the matter and recognise that some circumstances may be beyond our control. 

If other bodies are investigating aspects of the complaint, for example the police, local authority safeguarding teams or tribunals, this may impact on our ability to adhere to the timescales within this procedure or result in the procedure being suspended until those investigations have been completed. 

3.4 Complaints Procedure Outside of Term Time 

Complaints made outside of term time will be considered received on the first operating day after the holiday period. 

If a complaint is already going through the procedure and this is interrupted by a holiday period, the procedure will be paused until the school reopens. 

3.5 Resolving Complaints 

At each stage in the procedure Liberty in the Wild will aim to resolve the complaint. 

If appropriate, we may acknowledge that the complaint is upheld in whole or in part. In addition, we may offer one or more of the following: 

• an explanation 
• an admission that the situation could have been handled differently or better 
• an assurance that the event complained of will not happen again 
• an explanation of the steps that have been or will be taken to ensure that it will not happen again 
• an undertaking to review the relevant school policies in light of the complaint 
• an apology. 

When informing the complainant of the outcome of their complaint, Liberty in the Wild will provide as much information as possible. However, there may be circumstances where full details cannot be shared due to confidentiality, employment law considerations or data protection requirements. 

The procedure is designed to resolve concerns with the minimum of conflict. It is important that all parties have confidence in the process and that complaints reach an appropriate conclusion. 

Complaints should be treated confidentially by all parties. Public discussion of complaints, including on social media, may undermine the investigation process. 

3.6 Withdrawal of a Complaint 

If a complainant wishes to withdraw their complaint, they will be asked to confirm this in writing (by letter or email). 

3.7 Safeguarding 

Where a complaint highlights a clear child protection or safeguarding concern, a referral to the school’s Designated Safeguarding Lead (DSL) will take place immediately. 

3.8 Formal Stages of the Complaints Procedure 

Informal attempts to resolve the situation should normally have been made before a complaint is escalated to the formal stages. 

Stage 1 – Formal Complaint 

Formal complaints should be made to a Director, unless the complaint concerns a Director. 

Complaints should be submitted via: 

directors@libertyinthewild.co.uk - 01564 330221 or in writing. 

The Director will record the date the complaint is received and acknowledge receipt in writing within 5 working school days. 

The Director will seek to clarify: 

• the nature of the complaint 
• what remains unresolved 
• what outcome the complainant would like. 

The Director may delegate the investigation to another member of the management team, but the final decision will remain with the Director. 

During the investigation the Director or investigator may: 

• interview individuals involved 
• allow individuals to be accompanied 
• keep written records of meetings 
• ensure notes are agreed and signed where appropriate. 

At the conclusion of the investigation, the Director will provide a formal written response within 15 working school days. 

If this deadline cannot be met, an update and revised timescale will be provided. 

The response will detail: 

• the investigation undertaken 
• the decision reached 
• the reasons for the decision 
• any actions Liberty in the Wild will take. 

The complainant will also be informed of how to escalate their complaint if they remain dissatisfied. 

Stage 2 – Review by Chair of Advisory Board 

If the complainant remains dissatisfied with the outcome of Stage 1, they may write to the Chair of the Advisory Board – Dr Sarah Douglas within 10 working days of receiving the response. 

The Chair (or an independent reviewer acting on their behalf) will acknowledge the request and advise the complainant of the steps that will be taken to review the complaint and the expected timescale. 

Stage 3 – Complaints Panel 

If the complainant remains dissatisfied after Stage 2, they may request a Complaints Panel Hearing. 

The panel will consist of at least three individuals who were not involved in the matters detailed in the complaint, including at least one independent member not employed by Liberty in the Wild. 

The panel will: 

• review the complaint 
• consider the evidence presented 
• allow both parties to present their views 
• make findings and recommendations. 

The panel’s decision will be communicated in writing. 

Further Recourse 

If the complainant remains dissatisfied following the completion of the complaints procedure, they may refer the matter to appropriate external bodies such as: 

• Local Authority 
• Local Government Ombudsman 
• Ofsted 
• Department for Education 

Record Keeping 

Liberty in the Wild will keep detailed written records of all complaints. 

The complaints log will record: 

• the date the complaint was received 
• the nature of the complaint 
• the stage reached 
• actions taken 
• the outcome. 

Records will be retained for a minimum of five years. 

Policy for Managing Serial and Unreasonable Complaints 

Liberty in the Wild is committed to dealing with all concerns or complaints fairly and impartially and to providing a high-quality service to those who raise them. 

However, the school does not expect staff to tolerate unacceptable behaviour and will take action to protect staff from behaviour that is abusive, offensive or threatening. 

Liberty in the Wild defines unreasonable behaviour as behaviour which hinders our consideration of concerns or complaints due to the frequency or nature of contact. 

Examples include: 

• refusing to articulate a complaint 
• refusing to cooperate with an investigation 
• insisting on outcomes outside the scope of the procedure 
• introducing irrelevant information 
• raising excessive or repetitive complaints 
• making unjustified complaints about staff 
• seeking unrealistic outcomes 
• making excessive contact with staff 
• using threats, abusive language or discrimination 
• knowingly providing false information 
• publishing unacceptable information on social media. 

Where behaviour becomes unreasonable, the Director may write to the complainant explaining the concerns and asking that the behaviour changes. 

In cases of excessive contact, the school may implement a communication plan, specifying methods of communication and limiting the number of contacts. 

This plan will be reviewed after six months. 

In response to any serious incident of aggression or violence, Liberty in the Wild will immediately inform the police and may bar individuals from the premises.