1. Introduction
Turning Point Leeds (TPL) is committed to providing a high-quality educational experience for all pupils and maintaining positive relationships with parents, carers, schools, and the wider community. We recognise that concerns or complaints may arise from time to time and are committed to addressing them promptly, fairly, and effectively.
This policy sets out the process for resolving complaints in line with our commitment to transparency, accountability, restorative practice, and continuous improvement.
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2. Scope
2.1 This policy applies to all complaints raised by parents/carers, pupils, staff, schools, or other stakeholders.
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2.2 Complaints may include, but are not limited to, concerns about teaching and learning, pupil welfare, behaviour management, facilities, or any other aspect of TPL’s operations.
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2.3 Any complaint that raises a safeguarding concern will be dealt with under TPL’s Safeguarding and Child Protection Policy, rather than this procedure.
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2.4 If a complaint involves an allegation against a member of staff that relates to safeguarding or professional conduct, TPL will immediately notify the Local Authority Designated Officer (LADO) and follow local authority procedures.
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3. Informal Resolution
3.1 In the first instance, complainants are encouraged to raise concerns informally with the Headteacher. Wherever possible, restorative conversations will be used to listen, clarify concerns, and seek a resolution that repairs trust and strengthens relationships.
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3.2 If the complaint relates to a specific member of staff, the complainant should arrange a meeting with the Headteacher. If the complaint concerns the Headteacher, it should be directed to the LADO.
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3.3 If the issue cannot be resolved informally, or the complainant remains dissatisfied, the matter will move to the formal stage.
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4. Formal Complaint Procedure
4.1 Submission of Complaint: Formal complaints must be submitted in writing to the Headteacher (or designated senior leader) and copied to the host school. Complaints can be submitted by email or letter. Support will be provided if a complainant requires assistance in making a written complaint.
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4.2 Acknowledgement: TPL will acknowledge receipt of the complaint within five working days and confirm the next steps.
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4.3 Investigation: A thorough investigation will be carried out. This may include gathering documentation, interviewing staff or pupils, and consulting with the host school. All parties will be encouraged to contribute constructively, with a focus on understanding impact and identifying solutions.
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4.4 Response: A written response will normally be provided within 20 school days of receipt. This will outline the findings, any actions taken, and the restorative steps agreed to repair relationships and rebuild confidence.
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4.5 Escalation: If the complainant remains dissatisfied after receiving TPL’s formal response, the matter may be escalated to the Headteacher of the host school, who retains overall responsibility for the pupil’s education.
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4.6 Allegations Against Staff: If a complaint involves an allegation of abuse or misconduct against a member of staff, TPL will suspend the standard complaints process and follow statutory safeguarding procedures. This includes immediate consultation with the Local Authority Designated Officer (LADO) and the host school’s Designated Safeguarding Lead (DSL).
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5. Record Keeping
TPL will keep accurate records of all complaints, actions taken, and outcomes. Records will be stored securely in line with GDPR requirements. Where restorative meetings take place, agreed outcomes will also be recorded.
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6. Review and Monitoring
6.1 Complaints will be reviewed regularly to identify recurring issues or trends. Where patterns emerge, TPL will take action to improve systems and practices, including further embedding restorative approaches.
6.2 This policy will be reviewed annually to ensure compliance with legislation, best practice, and the Voluntary National Standards for Alternative Provision.
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7. Conclusion
TPL is committed to providing a transparent, fair, and accessible complaints process. By following clear procedures, promoting restorative practice, and maintaining open communication, we aim to build trust, strengthen accountability, and ensure continuous improvement.
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Written: August 2025
Next Review: August 2026