Complaints Procedure

Complaints Procedure Statement

HCAT Multi Academy Trust has one Complaints Policy and Procedure for all our academies. Our Complaints Procedure will:

◾encourage resolution of problems by informal means wherever possible
◾be easily accessible and publicised
◾be simple to understand and use
◾be impartial
◾be non-adversarial
◾allow swift handling with established time-limits for action and keeping people informed of the progress
◾ensure a full and fair investigation by an independent person where necessary
◾respect people’s desire for confidentiality
◾address all the points at issue and provide an effective response and appropriate redress, where necessary
◾provide information to the Trust’s senior management team so that services can be improved.

The Trust will be clear about the difference between a concern and a complaint. We will take concerns seriously at the earliest stage to reduce the numbers that develop into complaints. As per our complaints procedure, there are three stages in which a complaint can be dealt with:

1.Stage 1: Informal Resolution
2.Stage 2: Formal Resolution
3.Stage 3: Panel Hearing

A copy of the Trust’s complaint’s policy can be accessed here HCAT COMPLAINTS POLICY 2019