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Complaints Procedure​​​​​​​

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.