Our Trust and its academies aim to meet their statutory obligations when responding to complaints from parents of pupils at the school, and others.         

When responding to complaints, we aim to:

  • Be impartial and non-adversarial
  • Facilitate a full and fair investigation by an independent person or panel, where necessary
  • Address all the points at issue and provide an effective and prompt response
  • Treat complainants with respect and courtesy
  • Ensure that any decisions we make are lawful, rational, reasonable, fair and proportionate, in line with the principles of administrative law
  • Keep complainants informed of the progress of the complaints process
  • Consider how the complaint can feed into school and trust improvement evaluation processes

We try to resolve concerns or complaints by informal means wherever possible. Where this is not possible, formal procedures will be followed.

The Trust will aim to give the complainant the opportunity to complete the complaints procedure in full.

To support this, we will ensure we publicise the existence of this policy and make it available on the trust and academies website.

Throughout the process, we will be sensitive to the needs of all parties involved, and make any reasonable adjustments needed to accommodate individuals.


Please click here to see the attached complaints policy which gives further detail on how you can report a complaint and how we will respond to it.

If you have any further questions regarding this policy you can contact:

Rebecca Leonard

Director of Academy Operations

Tel: 01204 471358

Email: Leonardr@boltonimpacttrust.org.uk