Sparkles Academy of Performing Arts

Complaints Procedure

Policy Statement

Sparkles Academy of Performing Arts is committed to providing a positive, safe and supportive environment for all pupils, parents and carers.

We recognise that, on occasion, concerns or complaints may arise. When this happens, we aim to address matters promptly, fairly and respectfully. Most concerns can be resolved quickly through open communication and we encourage parents and carers to raise issues as soon as possible so that they can be addressed at an early stage.

All complaints will be handled efficiently, courteously and with appropriate confidentiality.

Stage 1: Informal Concerns

Where possible, concerns should first be raised informally with the Principal.

Many issues arise from misunderstandings or miscommunication and can often be resolved quickly through discussion.

Parents or carers may raise concerns in person or by contacting the academy directly. Every effort will be made to resolve concerns promptly and constructively.

Concerns should not be raised with teaching staff during class time, as staff must prioritise the safety, supervision and learning of pupils. Parents and carers are asked to contact the academy outside of teaching time if they wish to discuss a concern.

Stage 2: Formal Complaint

If the matter cannot be resolved informally, a formal complaint may be submitted in writing.

Formal complaints should be addressed to:

Stephanie D’Aubney
Principal
Sparkles Academy of Performing Arts

The complaint must:

• Be submitted in writing
• Be dated and signed by the complainant
• Include the complainant’s full name and postal address (email complaints are acceptable provided this information is included)
• Clearly identify the person or persons concerned
• Provide a factual explanation of the complaint
• Include any relevant supporting documentation
• Include details of any action already taken to resolve the matter

Anonymous complaints will not be considered under this procedure.

Complaints should normally be submitted within two months of the incident or concern occurring, unless the complainant was not reasonably aware of the issue at the time.

Acknowledgement of Complaint

Sparkles Academy of Performing Arts will aim to acknowledge receipt of a formal complaint within 14 working days.

Investigation

The complaint will be reviewed and, where appropriate, investigated.

This may include:

• Requesting written accounts from individuals involved
• Reviewing relevant documentation or records
• Gathering further information where necessary

All individuals named in the complaint may be asked to provide their account of events and any relevant supporting evidence.

In exceptional circumstances, information may not be shared if doing so could prejudice criminal proceedings or where there are safeguarding concerns relating to the complainant or any third party.

Outcome

Once the complaint has been reviewed, the complainant will be informed of the outcome in writing.

The response will outline any findings and, where appropriate, any actions taken.

Complaints Concerning the Principal

If a complaint relates directly to the Principal, the complaint should be submitted in writing and will be referred to an independent person appointed by the academy to review the complaint impartially.

Confidentiality

All complaints will be handled sensitively and confidentially. Information will only be shared with those who need to be involved in reviewing or resolving the matter.

Records of formal complaints will be stored securely by the academy.

Confidentiality of Complaint Correspondence

All correspondence and documentation relating to a complaint forms part of the academy’s internal complaints process and is considered confidential.

Complainants are expected to respect the confidentiality of this process and not share complaint correspondence publicly or on social media.

The academy reserves the right to respond appropriately where confidential information relating to a complaint is shared publicly in a way that is misleading, inaccurate or damaging.

Persistent or Unreasonable Complaints

Sparkles Academy of Performing Arts is committed to addressing complaints fairly and respectfully. However, there may be occasions where a complainant continues to pursue a complaint after the procedure has been fully completed, or behaves in a manner that is unreasonable, abusive or disproportionate.

In such circumstances, the academy reserves the right to consider the complaint closed if it is satisfied that the matter has been fully investigated and a clear response has been provided.

The academy may also decline to respond to repeated complaints about the same issue where no new relevant information has been presented.

Where communication becomes unreasonable, excessive or inappropriate, the academy may limit further contact regarding the matter.

This decision will be communicated in writing to the complainant.

Communication Expectations

Staff at Sparkles Academy of Performing Arts will not engage with complaints through personal messaging, text messages or social media platforms.

All complaints and concerns must be raised through the appropriate channels outlined within this procedure to ensure that they can be managed fairly and appropriately.

Communication with Staff

Parents and carers are asked to direct all queries, concerns and complaints through the academy rather than contacting individual staff members directly.

Staff members are not responsible for responding to complaints and will refer any concerns raised with them to the Principal so that the matter can be managed appropriately.

This helps ensure that concerns are handled consistently, fairly and in line with the academy’s procedures.

Breakdown of Relationship

Sparkles Academy of Performing Arts works in partnership with families and values respectful and constructive communication.

In rare circumstances, it may become clear that the relationship between the academy and a parent or carer has broken down to the point where it is no longer possible to maintain a positive and supportive environment for staff, pupils or other families.

Where trust and mutual respect have irretrievably broken down, the academy reserves the right to bring the child’s place at the academy to an end.

This decision will only be made after careful consideration and will be communicated in writing.