Our approach
Synergy aims to resolve concerns fairly, promptly and respectfully. Raising a concern will not place a student or family at a disadvantage. Information is handled as confidentially as possible and shared only with people who need it.
Before using this procedure
Safeguarding, data protection, staff conduct and examination concerns may require a separate procedure. An urgent safeguarding concern should be reported immediately through the safeguarding route.
Stage 1 – informal resolution
Raise the concern with the relevant teacher or staff member. Synergy aims to acknowledge it within two working days and reach an informal resolution within five working days where practical.
Stage 2 – formal complaint
If the concern is unresolved, submit a clear written complaint to the complaints lead. Include what happened, relevant dates, people involved, evidence and the outcome you are seeking. Synergy aims to acknowledge a formal complaint within three working days and provide a written outcome normally within ten working days.
Stage 3 – review
A review should normally be requested within ten working days of the Stage 2 outcome. The review will consider whether the process was fair, evidence was considered and the decision was reasonable. A panel should contain people not previously involved and include an independent person where appropriate.
Records and outcomes
Secure records will be kept of the complaint, evidence, investigation, response and action taken. Possible outcomes include an explanation, apology, corrective action, service improvement or confirmation that the original decision stands.