From time to time, a parent or carer may have a concern about their child’s education, wellbeing, behaviour, or the provision offered by Victory Park Academy. If this is the case, we encourage parents and carers to raise the matter in the first instance with their child’s Tutor, Class Teacher, or another appropriate member of staff.
A concern may be defined as *”an expression of worry or doubt over an issue considered to be important for which reassurances are sought.”*
A complaint may be defined as *”an expression of dissatisfaction, however made, about actions taken or a lack of action.”*
It is in everyone’s interest that concerns and complaints are resolved at the earliest possible stage. Many issues can be addressed informally, without the need to use the formal stages of the Complaints Procedure. Victory Park Academy and Fortis Trust take concerns seriously and will make every effort to resolve matters promptly and fairly.
If you have difficulty discussing a concern with a particular member of staff, we will respect your views. In these circumstances, you will be referred to an appropriate member of staff who can help. Similarly, if the member of staff directly involved feels unable to deal with a concern, they may refer the matter to another colleague who can consider it objectively and impartially.
We recognise that there may be occasions when parents and carers wish to raise concerns more formally. In such cases, Victory Park Academy and Fortis Trust will seek to resolve the issue through the stages outlined in the Complaints Procedure. The Complaints Procedure explains the process to be followed and the timescales involved.
The academy understands that situations can sometimes be frustrating, and we are committed to working positively with parents and carers to achieve a fair and satisfactory resolution wherever possible.
Please click the link below to access all of our policies, including the Complaints Policy.