Purpose
Evolution Education is committed to resolving concerns and complaints promptly, fairly and transparently. We welcome feedback as an opportunity to improve our provision while ensuring that safeguarding concerns are dealt with immediately under the appropriate safeguarding procedures.
Scope
This policy applies to:
- Students
- Parents and carers
- Referring schools
- Local Authorities
- Professionals working with Evolution Education
- Members of the public raising concerns about our provision
Definitions
- Informal concern: an issue raised for early resolution without a formal written complaint.
- Formal complaint: a written complaint submitted for investigation under Stage 2.
- Advisory Board review: an independent internal review under Stage 3.
- Vexatious complaint: persistent or abusive complaint behaviour that may require proportionate restrictions.
Responsibilities
- The Chief Executive Officer owns this policy and oversees formal investigation, or assigns a senior leader not previously involved.
- Pathway Leads and Centre Managers aim to resolve informal concerns quickly.
- Safeguarding concerns or allegations against staff are not managed under this policy. They are dealt with immediately under the Child Protection and Safeguarding Policy or Allegations Against Staff Policy.
- The Evolution Education Advisory Board conducts Stage 3 reviews independently of day-to-day management where required.
Principles
We will:
- Listen carefully to concerns.
- Respond promptly and fairly.
- Investigate complaints objectively.
- Treat all parties with dignity and respect.
- Learn from complaints to improve practice.
- Keep appropriate records.
Procedures
Stage 1: Informal resolution
Most concerns can be resolved quickly by speaking with the student's Pathway Lead or Centre Manager.
We aim to:
- acknowledge concerns as soon as possible;
- investigate informally where appropriate; and
- resolve concerns within 3 school days.
If the matter cannot be resolved, the complainant may progress to Stage 2.
Stage 2: Formal complaint
A formal complaint should be submitted in writing to admin@evolution-sportsgroup.com.
The complaint should include:
- complainant's name;
- student's name (where applicable);
- description of the complaint;
- previous actions taken;
- desired outcome.
The complaint will be acknowledged within 3 school days and investigated by the Chief Executive Officer, or another senior leader not previously involved.
The investigation may include reviewing records, interviewing staff, meeting with parents or carers, and speaking with the learner where appropriate.
A written outcome will normally be issued within 10 school days.
Stage 3: Independent Advisory Board review
If the complainant remains dissatisfied, they may request an independent review by the Evolution Education Advisory Board.
The Advisory Board will:
- review the complaint independently;
- consider whether the complaint was handled fairly;
- consider any additional evidence;
- make recommendations where appropriate.
Where reasonably practicable, the review panel will include at least three members, and at least one person who is completely independent of the management and running of Evolution Education, in line with the Independent School Standards.
The complainant may attend and be accompanied by a friend or representative.
Written findings will normally be issued within 5 school days of the review meeting.
The Advisory Board's decision represents the final internal stage of the complaints procedure.
Stage 4: External escalation
If the complainant believes Evolution Education has failed to comply with statutory duties, safeguarding responsibilities or contractual obligations, they may raise the matter with the appropriate external body.
Depending on the nature of the complaint, this may include:
- the commissioning Local Authority;
- the Department for Education;
- Ofsted (where appropriate);
- other relevant statutory or regulatory bodies.
External bodies will normally expect Evolution Education's internal complaints process to have been completed before considering a complaint.
Unreasonable or vexatious complaints
Where complainant behaviour becomes abusive, threatening, discriminatory, repetitive without new evidence, or otherwise unreasonable, Evolution Education may reasonably limit communication to written correspondence through the Chief Executive Officer.
Such decisions will always be proportionate and recorded.
Records and confidentiality
The school maintains a secure Complaints Register. Records include the complaint received, investigation undertaken, findings, actions taken and lessons learned. Records are stored securely in accordance with the Data Protection Policy.
Monitoring
The Chief Executive Officer reviews complaint trends annually to identify improvements in practice, communication and service quality. Last reviewed: January 2026.
Review Cycle
This policy is reviewed at least annually, or sooner following changes in legislation, statutory guidance, or significant incidents. Next formal review: January 2027. Approved by the Proprietor / Leadership Team.
Related Policies
- Child Protection and Safeguarding
- Allegations Against Staff
- Low-Level Concerns
- Whistleblowing
- Behaviour for Learning
- Equality, Inclusion and Anti-Discrimination
- Data Protection
Legislation and guidance
This policy has been developed with reference to:
- Education (Independent School Standards) Regulations 2014 (Part 7)
- DfE Best Practice Advice for School Complaints Procedures
- Keeping Children Safe in Education (KCSIE)
- Equality Act 2010
- UK GDPR and Data Protection Act 2018