If the complainant is still dissatisfied with the outcome, he/she should write to the Headteacher and/or Academy Committee Chair giving details of the complaint within 10 school days of receipt of the decision letter. The CEO will then convene a complaints panel hearing, if they consider it appropriate, after considering the report of the investigating officer.

If called, the Panel hearing will consist of a minimum of three individuals; two Academy Committee members and a Pele Trust Director. The Pele Trust Director will chair the Panel hearing. A clerk will be appointed to record details of the hearing.

The complainant will be informed in writing that he/she is entitled to attend the Panel hearing and may be accompanied if they wish. They should be given reasonable notice of the hearing date. We recognise that attending a Panel hearing may be a stressful and emotive experience. However, we will insist on the highest standards of behaviour from all involved. Inappropriate conduct may include any of the following: raised voices, interrupting others, offensive language, belligerence, aggression and insults – please note this is not intended to be an exhaustive list. The Chair of the Panel hearing will issue a verbal warning should an individual exhibit inappropriate conduct. If the inappropriate conduct continues, the Chair will ask the person to leave the hearing and the business of hearing the complaint will continue in their absence.

The Panel hearing will make a decision as to any action to be taken in response to the complaint. For example, they may choose to:

• Dismiss the complaint in whole or in part;
• Uphold the complaint in whole or in part;
• Recommend changes to the Trust’s and/or academy’s systems or procedures to ensure that problems of a similar nature do not recur.

In reaching a decision, the Panel hearing committee may wish to take the advice of the Pele Trust Human Resources and/or legal representatives.

Following the hearing, the clerk of the hearing committee will inform both parties in writing of the decision within 5 school days.