If the complainant is dissatisfied with the way the complaint has been handled at Stage One and wishes to pursue their initial complaint, they will be asked to put their complaint in writing to the Headteacher and/or Academy Committee Chair, as appropriate.

NB: The CEO should be informed of the complaint at this stage if they have not been involved previously.

The person making the complaint should have their written complaint acknowledged and be informed that a formal investigation is underway; they should also be informed that they will receive a response within 25 working days. If it is likely that the investigation process will be delayed beyond 25 days, then the complainant should be informed by letter.

The Headteacher and/or Academy Committee Chair may delegate the task of investigating the complaint to another senior staff member or Academy Committee member. The Headteacher and/or Academy Committee Chair may also, in exceptional circumstances, wish to commission an investigating officer report to be undertaken by someone external to the academy; the CEO will arrange this, if required.

Once the relevant facts have been established, the Headteacher and/or Academy Committee Chair should relay the decision, and the reason for the decision, in writing to the complainant.