At The Eastbourne Academy, we try our best to ensure that the needs of all our children, parents/carers, and staff are met and that our school is a safe and happy place for all. However, we recognise that at times concerns can arise, or mistakes are made, and we ask that these are brought to our attention as soon as possible to allow us time to investigate an incident or problem and resolve the issue.
Problems sometimes arise from misunderstandings that can be easily addressed. Most concerns and complaints can be sorted out quickly by speaking with a staff member.
If you feel you have not been able to resolve an issue, then we have a clear complaints procedure for you to follow.
Summary of Complaints Procedure
Stage 1 Informal: In the first instance, the matter should be discussed directly with the member of staff concerned.
Stage 2 Complaint: A formal complaint should be made in writing by completing the Stage Two Complaint Form for the attention of the Headteacher, via the school email@example.com; The Eastbourne Academy, Eastbourne, East Sussex, BN22 9RQ.
Stage 3 Complaint: Complaints very rarely reach this level. If not resolved, the complaint should be made in writing by completing the Stage Three Complaint Form, within 10 school days of the decision at Stage 2. The complaint should be addressed to the Executive Headteacher via the Trust Governance Officer at the Trust Office firstname.lastname@example.org; Swale Academies Trust, Ashdown House, Johnson Road, Sittingbourne, ME10 1JS.
Stage 4 Final Complaint Stage - Appeal Hearing of the Trust Complaints Panel: Complaints at this stage should be made via the Trust Governance Officer for the attention of the Chief Executive Officer (CEO) within 10 school days of the decision at Stage 3. It must be set out why you are unhappy and what you wish to see happen. You should write to the Trust Governance Officer at the Trust Office.