Apple Orchard School

Complaints Policy

INTERNAL

Young people will be able to voice their complaints both major and minor:-

• During scheduled group meetings or by calling a special meeting
• Discussions with their keyworker
• Taking it to the senior member of staff on duty
• Talking to any member of the management team
  George Nicholl, Barbara Sharp, Kathy Dodd, Louise Heron, Mark Riglar, Sheri Weir
  or the owners John Silvester and Steve Thomson
• To the therapist
• To their social worker

If the matter cannot be resolved at this stage then, providing the issue can wait, the Manager or a representative will give the young person a private interview and make a written statement about the core issues of the complaint.  This must take place within 24 hours of the initial complaint being made.  Any complaint addressed as serious will be fully actioned within a maximum of 28 days and the young person is to be kept informed of the progress.  Any person who is the subject of a formal complaint will not take any responsibility in responding to the complaint.  In most cases a much shorter period of time will elapse.  It may be decided with the young person’s consent to involve other members of staff in an attempt to resolve the matter by negotiation.  If there are any complaints in regard to the welfare or safety of the young person, then the local Child Protection Procedures will be enforced. 

It the young person remains dissatisfied with the outcome, the manager, or a representative, will contact the young person’s social worker at the earliest opportunity, inform them of the young person’s complaint and request a visit.  If the social worker is unable to resolve the matter, then it is expected that their department’s complaints procedure will be evoked. 

At any stage the young person may wish to short circuit this process and contact his social worker direct.  No attempt should be made to either block or dissuade the young person from taking this option. 

Once a complaint has been brought to the attention of the management team, they will ensure that a written account of the complaint is recorded; this will be taken from the young person or persons making the complaint.  The date, nature and any action taken must be recorded.  Following this, once an outcome has been reached this will also be recorded. 

A complaint by a young person must be seen as an attempt by them to take control of their life and environment.  Staff should see this as a positive act and respond accordingly.  Apple Orchard School will encourage and support any young person making a complaint, whether it is to do with aspects of education at Apple Orchard School or with Social Services. 

We are committed to providing a high-quality education to all our students.  When something goes wrong, we need you to tell us about it.  This will help us to improve our standards.

All formal complaints received by the management team will be recorded in the complaints log including the date, nature and any action taken.  Following this, once an outcome has been reached this will also be recorded.

If the complainant feels that Barbara Sharp or the owners of Orchard House cannot resolve the complaint, they may write a letter or telephone

Complaints
Ofsted
Piccadilly Gate
Store Street
Manchester
M1 2WD

Tel: 0300 123 1231

Addressed envelopes are available for the young people on their notice board. 

EXTERNAL

Families and carers of young people will be able to voice their complaints both major and minor:

• During scheduled Review meetings both statutory and in house
• In writing to the home manager or any member of the management team
  Barbara Sharp, Kathy Dodd or the owners John Silvester and Steve Thomson
•  In writing to the young person’s Social worker

You can also contact Barbara Sharp – Principal Manager – Kathy Dodd kathy@appleorchard.org.uk or by phone on 01403 783416 to discuss any issues or complaints that you may have.

On receipt of a written letter of complaint Orchard House has eight weeks to investigate and respond to the details contained within the complaint.

What will happen next?

1. We will send you a letter acknowledging receipt of your complaint within three days of receiving it, enclosing a copy of this procedure.
2. We will then investigate your complaint.
3.  You will then be invited to a meeting to discuss and hopefully resolve your complaint.  
4. Orchard House will write to you to confirm what took place and any solutions agreed with you.  
5. If you do not want a meeting or it is not possible, Orchard House will send you a detailed written reply to your complaint, including suggestions for resolving the matter.  
6. At this stage, if you are still not satisfied, you should contact us again and we will arrange for someone unconnected with the matter at Orchard House to review the decision.  
7. We will write to you confirming our final position on your complaint and explaining our reasons.  
8. If you are still not satisfied, you can then contact Ofsted and follow their complaints procedure. 

Complaints
Ofsted
Piccadilly Gate
Store Street
Manchester
M1 2WD

Tel: 0300 123 1231

Addressed envelopes are available for the young people on their notice board.