Complaints Policy & Procedure

Explains how concerns or complaints can be raised and how they will be handled.

1. Purpose

This policy sets out how The Ark Specialist College manages complaints from learners, families, carers and other stakeholders. We are committed to dealing with all complaints promptly, fairly and with respect for the person raising them.

A complaint is a formal expression of dissatisfaction about the college, its staff or its provision. This policy does not cover appeals against admissions decisions (see the Admissions Policy) or matters of safeguarding (see the Safeguarding Policy).

2. Who Can Complain

Any learner, parent, carer, family member, local authority professional or other person with a legitimate interest in a learner's placement may make a complaint under this policy. Where a learner wishes to complain themselves, we will ensure they receive appropriate support to do so in a manner suited to their communication needs.

3. The Three-Stage Procedure

Stage 1 — Informal Resolution

In the first instance, we ask complainants to raise their concern directly with the relevant member of staff or the learner's key worker. We aim to resolve all informal concerns within 5 working days. Most concerns are resolved at this stage.

Stage 2 — Formal Complaint

If the concern has not been resolved informally, the complainant may submit a formal written complaint to the Principal at info@thearkcollege.com or by post to 15A Wedge Street, Walsall, WS1 2HQ. The formal complaint should set out:

• The nature of the complaint and the dates of any relevant events
• Steps already taken to resolve the concern
• What outcome the complainant is seeking

The Principal will acknowledge the complaint within 3 working days and provide a full written response within 15 working days of receipt, or explain why more time is needed.

Stage 3 — Independent Review

If the complainant remains dissatisfied following the Principal's response, they may request an independent review. The review will be conducted by a panel of at least two people, at least one of whom is independent of the college. The panel will convene within 20 working days and communicate their findings in writing within 10 working days of the hearing. The panel's decision is final.

4. Timescales Summary

Stage	Action	Timescale
Stage 1	Informal resolution by key worker / staff member	Within 5 working days
Stage 2 — Acknowledgement	Confirmation of receipt of formal complaint	Within 3 working days
Stage 2 — Response	Full written response from Principal	Within 15 working days
Stage 3 — Hearing	Independent review panel convenes	Within 20 working days of request
Stage 3 — Outcome	Panel decision communicated in writing	Within 10 working days of hearing

5. Confidentiality

All complaints are handled with sensitivity and confidentiality. Information about a complaint will only be shared with those who need it to investigate and respond to the concern. We will not treat a learner differently or adversely as a result of a complaint made by or on behalf of them or their family.

6. Vexatious Complaints

Where a complaint is found to be malicious, vexatious or without foundation, the college reserves the right to take appropriate action, which may include declining to correspond further on the matter. Any such decision will be made by the Principal and communicated in writing with reasons.

7. Record Keeping

All formal complaints and their outcomes are recorded and held securely. Records are reviewed annually to identify any patterns or areas for improvement in provision.

8. External Bodies

If a complainant remains dissatisfied following the completion of all stages of this procedure, they may refer their complaint to the following bodies as appropriate:

• Ofsted — for concerns about the quality of education or standards within the college: www.gov.uk/complain-about-school
• The Local Government and Social Care Ombudsman — for complaints involving local authorities
• The Information Commissioner's Office (ICO) — for concerns about data protection or privacy