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1. Purpose & scope
This policy sets out how Suffolk Sensory Kitchen (“the Provision”) handles concerns and complaints raised by parents, carers, students, commissioning schools, multi-academy trusts, local authority officers and members of the public. It applies to all activities of the Provision - placements, outreach and community masterclasses. It does not apply to matters that are properly handled under a different procedure, such as a safeguarding referral (see SSK-POL-02 Safeguarding), a SEND statutory appeal, a Subject Access Request (see SSK-POL-06 GDPR & Privacy), or an exam-results query (which is handled by the dual-registering home school).
Where a complaint is about the home school of a dual-registered student, the home school’s own complaints procedure applies; we will signpost the complainant accordingly and, where it is appropriate and lawful to do so, share information with the home school.
2. Principles
Suffolk Sensory Kitchen welcomes feedback and treats every complaint as an opportunity to improve. We commit to the following principles at every stage of this procedure:
- Accessibility. Complaints may be raised in writing, in person, by telephone, by email or - where the complainant has a communication need - through a third party of their choosing. Easy Read summaries of this procedure are available on request.
- Timeliness. We acknowledge every written complaint within three working days. Each stage carries a published timescale, set out below.
- Impartiality. No one is asked to investigate a complaint about themselves. Where the complaint is about a director, the matter escalates immediately to the alternate director, and if necessary to an independently chaired panel.
- Proportionality. We attempt informal resolution first wherever the complaint allows it, because most concerns are resolved most quickly and most respectfully through direct conversation.
- Confidentiality. Complaint information is shared only with those who need it to investigate and respond. The exceptions to this principle are limited to safeguarding referrals (see SSK-POL-02), legal obligation, or a Subject Access Request.
- No detriment. No student, family or referring professional will experience any detriment as a result of raising a complaint in good faith.
3. Definitions
For the purposes of this policy:
- A concern is an expression of worry or dissatisfaction that can be resolved by clarification or a single conversation.
- A complaint is an expression of dissatisfaction requiring a written response under this procedure.
- A formal complaint is a written complaint submitted under Stage 2 of this procedure.
- The complainant is the person making the complaint.
- The respondent is the member of the Provision against whom the complaint is made.
4. Stage 1 - Informal Resolution
The first step is always a direct conversation, wherever it is safe and reasonable for that conversation to happen. We expect most concerns to be resolved at this stage.
How to raise. Speak to, telephone or email the relevant director or session lead. Most concerns are raised at handover at the start or end of a placement day, or at a parent / carer review meeting.
Timescale. We aim to resolve informal concerns within five working days of them being raised. Where the matter cannot be resolved within that window, we will explain the reason and tell the complainant in writing how to escalate to Stage 2.
Record. The director responsible for the conversation records the concern, the response and the outcome in our internal Concerns Log. The log is reviewed monthly by the directors as part of our continuous-improvement cycle.
5. Stage 2 - Formal Written Complaint
If informal resolution does not satisfy the complainant, or if the nature of the complaint is too serious to be handled informally, the complainant is invited to submit a formal written complaint.
How to raise. By email to the director-level complaints inbox [REQUIRES USER INPUT: complaints@... email], or by letter posted to the registered office (see Contact). The complainant should include: name, contact details, relationship to the Provision, a clear statement of the complaint, dates of the events complained of, and what outcome they are seeking.
Who investigates. The complaint is investigated by the director not implicated in the matter. Where both directors are implicated, the matter passes immediately to an independent investigator commissioned for the purpose; the complainant is informed of who that investigator is.
Acknowledgement. Within three working days.
Written response. Within fifteen working days of acknowledgement. Where the complexity of the complaint requires longer, we will write to the complainant before the deadline, explain the reason for the extension and confirm a revised date.
The written response will set out: the matters complained of as we understand them; the steps taken to investigate; the findings; any actions taken or planned; and the route to Stage 3 if the complainant remains dissatisfied.
6. Stage 3 - Director Review
If the complainant is not satisfied with the Stage 2 response, they may request, in writing within twenty working days of receipt of the Stage 2 response, that the matter is reviewed by the alternate director.
The review. The reviewing director will read the Stage 2 file, may meet the complainant in person or by video, and may interview any further person they consider necessary. The review is not a re-investigation; it is a structured second look at whether the Stage 2 process was followed and whether the conclusions were reasonable on the evidence.
Timescale. The Director Review concludes within twenty working days of the request being received. A written outcome is sent to the complainant by the end of that period.
7. Stage 4 - Independent Panel
If the complainant is not satisfied with the Stage 3 outcome, they may request, in writing within twenty working days, that the matter is referred to an Independent Complaints Panel.
Composition. The Panel comprises three members, at least one of whom is independent of the management and running of the Provision. None of the panel members will have had previous involvement with the matters complained of. We hold a maintained register of panel-eligible individuals, who are typically retired headteachers, former local authority SEND officers or current independent governance professionals.
Process. The Panel meets in private. The complainant may attend, may be accompanied, and may make written and oral representations. The Panel reviews the documentary record, may ask questions of any person involved, and reaches a written decision.
Powers. The Panel may: dismiss the complaint, uphold the complaint in whole or in part, recommend remedial action (including changes to policy or procedure), and recommend any apology owed.
Timescale. The Panel convenes within twenty-five working days of the Stage 4 request. The written decision is issued within ten working days of the Panel meeting.
The Independent Panel decision is the final stage of the internal procedure.
8. Vexatious & repeat complaints
We treat every complaint seriously and on its merits. In a small number of cases, complaints are repeatedly raised on the same matter after the internal procedure has been exhausted, or are pursued in a way that consumes a disproportionate amount of resource. In those circumstances, the directors may, in writing, designate a complaint vexatious. The designation must be evidenced, must be communicated to the complainant in writing, must set out the reasons, and must explain the complainant’s right to challenge the designation through the Independent Panel.
9. Recording & confidentiality
All formal complaints are recorded in the Complaints Register, held securely by the directors. The Register is reviewed at every quarterly board meeting and is available, in anonymised form, to commissioners on request. Personal data held within the complaint file is processed in accordance with SSK-POL-06 GDPR & Privacy.
10. External recourse
Where the complaint concerns:
- A safeguarding matter that has not been satisfactorily resolved, the complainant may contact the Local Authority Designated Officer (LADO) for Suffolk, the Local Children Safeguarding Partnership, Ofsted, or the police.
- A breach of data protection, the complainant may complain to the Information Commissioner’s Office (ICO) at ico.org.uk.
- A breach of food safety law, the complainant may contact the relevant district council’s Environmental Health team and the Food Standards Agency.
- An equalities issue, the complainant may seek advice from the Equality Advisory and Support Service (EASS) and ultimately from the Equality and Human Rights Commission.
- A matter relating to the commissioning Local Authority’s SEND or AP duties, the complainant may use the Local Authority’s own complaints procedure and, where applicable, the Local Government and Social Care Ombudsman.
11. Review
This policy is reviewed annually by the Board of Directors and immediately following any material change to statutory guidance. The author of this document is the Director with responsibility for governance; the approving authority is the Board.
Editing this policy: The full text of every policy lives in /app/policies/*/page.tsx and supporting copy lives in /content. The named author and approving director should re-date the document at every review.