Introduction and scope
The purpose of this complaints procedure is to resolve a complaint about the Foundation’s activities at the lowest level possible and help us to improve the way we do things. Complaints in relation to the Foundation’s schools and care homes are dealt with under separate procedures. There are also separate procedures for safeguarding, data protection and whistleblowing. Staff should use the grievance procedure or dignity at work polices if they have a concern in relation to their employment.
Stage 1 – Informal resolution
Foundation staff will act to try to resolve any concerns or problems through listening and responding at an early stage through normal communication channels and informal meetings. A record should be kept of relevant communications. Complaints made directly to the CEO may be delegated to the relevant staff member to resolve informally as part of stage 1. Staff are encouraged to learn from any feedback and use it to improve processes.
If a complainant remains unsatisfied then they can ask for the complaint to be formally considered at stage 2. Anonymous complaints will not normally be investigated but may be kept on record.
Stage 2 – Formal resolution
If a complaint cannot be resolved on an informal basis, then the complainant should put it in writing to the Chief Executive clearly stating the remedy they are seeking. The Chief Execuitve will decide how to investigate the complaint and ensure the relevant facts are established. The investigation may be delegated to another senior manager in the Foundation or if necessary an external expert. The investigation will include contacting the complainant to ensure the complaint is properly understood.
The CEO, having considered all the facts and the complainant’s views, will write with an outcome to the formal complaint, including any remedy within 15 days of receiving the complaint.
If the complainant remains unsatisfied with the outcome of the formal stage 2 they can appeal to the Clerk to the Governors of the Foundation within 10 working days of receiving the letter.
Stage 3 – Appeal
The Clerk to the Governors will arrange for the complaint to be considered by two trustees, within 10 working days. This appeal will consider the facts of the complaint and the reasonableness of the outcome and any remedy offered at stage 2. At the appeal stage the trustees may make further suggestions to resolve the compliant or uphold the original complaint outcome.
There is no further stage of appeal, and the decision of the trustees is final. The Foundation reserves the right not to continue to engage with complainants who are vexatious or abusive towards its staff or trustees.
Complaints to the Charity Commission
The Foundation is a registered charity regulated by the Charity Commission. The Charity Commission may consider serious complaints from an individual about a charity, but they will normally expect complainants to have exhausted the charity’s complaints procedure first.
The timescales in this policy are indicative, responses may take longer in the case of complex investigations or unavailability of key staff.
Useful links
Whistleblowing policy
Safeguarding policy
Data protection policy
Whitgift School complaints procedure
Trinity School complaints procedure
Old Palace School complaints procedure
Contact details for complaints:
Chief Executive/Clerk to the Governors
John Whitgift Foundation
North End
Croydon
CR9 1SS
T: 020 8680 8499
E: enquiries@johnwhitgiftfoundation.org