Complaints

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 do 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 which can be easily addressed.  Most concerns and complaints can be sorted out quickly by speaking with a member of staff.

If you feel you have not been able to resolve an issue, then we have a clear complaints procedure for you to follow.

A link to the Complaints Policy is below, which clearly describes the procedure and provides timelines:

Please click here to view the Trust Complaints Policy in full

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 2 Complaint Form for the attention of the Headteacher, via the school office tea-office@swale.at; 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 Director of Secondary via the Company Secretary at the Trust Office*

Stage 4 Complaint:  Complaints at this stage should be made via the Company Secretary 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 remain unhappy and what you wish to see happen.  You should submit a  Stage Four Complaint Form via the Company Secretary at the Trust Office*

*Email hello@swale.at or post to Swale Academies Trust, Ashdown House, Johnson Road, Sittingbourne, Kent, ME10 1JS.