Complaints

The Trustees of the Accord Multi Academy Trust (the Trust) have a duty to establish a procedure for dealing with general complaints and to ensure these are publicised to parents/carers and other stakeholders.

The Trust undertakes to provide a friendly and safe environment in all our Academies in which pupils will be helped to achieve their potential, both academically and socially. We recognise, however, that sometimes things can go wrong, and parents/carers and members of the public may need to make a complaint or raise concerns they have with an individual Academy or with the Trust.

This policy tells you what to do if this happens. This policy is intended to reflect the process for dealing with general complaints to an individual Accord MAT Academy or to the Trust. However, some complaints are subject to separate statutory procedures instead of the general complaints procedure i.e. Admissions, Special Educational Needs (SEN), Child Protection, Exclusions, Whistleblowing, Staff Grievances and Disciplinary Procedures. Moreover, this policy does not relate to matters where principles of civil contract law would normally apply e.g. service/supply contracts entered into with an Academy / the Trust.

If you wish to raise a concern, in the first instance you should contact the appropriate staff member at the individual Academy. 

Should you have a general concern or wish for independent advice and guidance at any stage of the process, please contact complaints@accordmat.org and the Accord MAT Chief Operating Officer or their team will advise you appropriately