The policy of the Trust and its Schools/Academies is to work in partnership with parents and members of the public. It is based on the belief that co-operation and a sense of joint purpose between staff, parents, members of the public and the Trust/Academy will assist in ensuring open and positive relationships. From time to time, however, parents or members of the public may express concern or make a complaint, either orally or in writing, about the conduct of a member of staff or Director of the Trust. In dealing with complaints, the Trust/Academy will ensure that they are dealt with effectively and with fairness to all parties. This document provides advice and guidance on how the Trust/schools should respond when an external complaint has been made about the actions of the Trust’s staff or Directors. A copy of the Complaints Procedures can be found on the Trust’s website and the website of each Trust school. A written copy may be obtained upon request from the Headteacher (throughout this policy the term Headteacher includes an Executive Headteacher) of the school.