Complaints Procedure Statement

Nexus 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 four 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 and how to make a complaint can be accessed below.