Purpose
To manage concerns and complaints promptly, fairly and transparently so that feedback supports continuous improvement while safeguarding remains immediate and separate where needed.
Scope
This policy applies to all students placed at Evolution Education through commissioned arrangements, and to parents, carers and professionals raising concerns about the provision.
Definitions
- Informal concern: an issue raised for early resolution without a formal written complaint.
- Formal complaint: a written complaint submitted for investigation.
- Vexatious complaint: persistent or abusive complaint behaviour that may require proportionate restrictions.
Responsibilities
- The Chief Executive Officer oversees formal investigation or assigns a senior leader not previously involved.
- The Centre Manager and Pathway Leads aim to resolve informal concerns quickly.
- Safeguarding concerns identified during complaints are addressed immediately under safeguarding procedures and are not delayed by complaints timelines.
Procedures
Stage 1: Informal resolution
Parents and carers are encouraged to raise initial concerns with the Centre Manager or the student's Pathway Lead. Evolution Education aims to resolve concerns within three school days. Where unresolved, the complainant may proceed to Stage 2.
Stage 2: Formal complaint
Formal complaints must be submitted in writing to admin@evolution-sportsgroup.com and should include the complainant name, student name, a clear description, steps already taken and preferred outcome. Acknowledgement is within three school days. A full response is within ten school days unless further investigation is required. A meeting may be offered where helpful.
Stage 3: Local Authority escalation
If dissatisfied after Stage 2, the complaint may be escalated to the London Borough of Barking and Dagenham Alternative Provision Lead (Education). The Local Authority reviews whether process has been followed and whether further investigation is required.
Stage 4: Independent external review
If unresolved after Local Authority review, the complainant may contact the Local Government Ombudsman (maladministration) or the Department for Education (statutory compliance or safeguarding duties). External bodies will not usually consider complaints until earlier stages are complete.
Unreasonable or vexatious complaints
Proportionate restrictions may apply where behaviour becomes aggressive, threatening, persistently repetitive, process-refusing or abusive. Communication may then be limited to written correspondence with the Chief Executive Officer.
Records and confidentiality
Complaints are logged in an internal register, stored securely, used for quality assurance and may inform training or procedural improvement.
Monitoring
This policy is reviewed annually by the Chief Executive Officer as part of safeguarding and quality assurance processes and Local Authority oversight. 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; Behaviour for Learning; Attendance; SEND; Complaints; Equality, Inclusion and Anti-Discrimination; Prevent; Online Safety; Safer Recruitment; Staff Code of Conduct; Low-Level Concerns; Whistleblowing; Health and Safety; First Aid; Data Protection; Curriculum; Admissions; Searching and Screening; Adaptive Teaching.
Legislation and guidance
This policy aligns with DfE Best Practice Guidance for School Complaints Procedures, Keeping Children Safe in Education, DfE Alternative Provision expectations and Local Authority Alternative Provision standards.