Nature of Learning Forest Schhol Complaints procedure Part 1
Reviewed and updated by Sarah Allington 09/2024
Complaints procedure
If a parents/carer/volunteer wishes to make a complaint about any occurrences concerning Forest School, they can talk to the Forest School leader/s in the first instance. We take complaints seriously and investigate all complaints thoroughly. Based on the findings of the investigation the procedures, policies and risk assessments will be reviewed if appropriate. The details will be recorded carefully by the Forest School leader (including the date, time and how the complaint was received, by whom and the words used by the person making the complaint). The Forest School leaders will consider if the complaint requires reporting to outside bodies. The complainant will be contacted to explain the process and the outcome of the investigation (e.g. if procedures, policies or risk assessments require reviewing that this has been done).
Concerns and complaints should be viewed positively as data gathered can be used to inform evaluation and future plans.
Nature of Learning want their clients to be healthy, happy and safe, and to achieve. It recognises that parents/carers play an important part in making this happen. Cooperation between parents, staff and Nature of learning Director leads to a shared sense of purpose and a good atmosphere in Forest School.
The complaints process is as follows.
Level 1 – Informal
- Parents/carers should, in the first instance, make an appointment to speak to the Forest School leader about the concern. It is best to resolve issues at this point. This ideally should be within 4 working days.
Level 2 - Informal
- Parents/carers dissatisfied with the result of the discussions with the Forest School Leader should ask for an appointment to meet with the Lead practitioner/s. This should ideally be within 4 working days.
Level 3 – Formal complaint letter to the director
- An issue that has not been resolved through the informal levels 1 and 2 can become an official complaint.
- Parents/carers wishing to move to level 3 must write a formal letter of complaint to the Director. The letter will need to set out clearly the issues which have previously been discussed and why the parent/carer considers the issue to be unresolved.
The Director should consider the complaint and discuss a resolution with the complainant. The Director should offer a resolution to the complainant in writing within 10 term-time working days of receipt of the letter.
At any time, children may raise a complaint with any member of the staff team concerning their treatment by another pupil or member of staff. If the child is not satisfied with the outcome of raising the complaint, they may ask to see a senior member of staff to consider the complaint. If the child is not satisfied with the outcome of raising the complaint with a senior member of staff, she/he may ask to see the Directo
Part 2 -Nature of learning Forest School Complaints Policy & Procedure for Trainees on a Level 3 Forest School course
Complaints Policy [V1] – August 2025 review date – August 2027 Adopted from Charlotte’s Forest School.
Complaints Policy 1. Overview 1.
1 Nature of learning Forest School is committed to providing an open and accountable quality service for all. One way we continue to improve is by listening and responding to all complaints, by rectifying errors and taking whatever steps possible to prevent further occurrences.
1.2 Nature of learning Forest School aims to ensure that: a) Making a complaint is as easy as possible. b) We deal with complaints promptly, politely, fairly, factually and confidentially. c) We deal with complaints as an expression of dissatisfaction with our service that requires prompt action or response. d) We respond in the correct and proper way, with explanation, apology or information as appropriate. e) We review and learn from complaints thereby improving our service.
1.3 We recognise that many concerns need to be raised informally and dealt with quickly. However, if concerns cannot be resolved informally, immediately or the matter is serious then the formal complaints policy should be followed.
1.4 Complaints regarding teaching, assessment, recording and quality assurance are initially handled by Charlotte's Forest School /Nature of learning Forest School who are an ITC First approved Centre offering ITC qualifications.
1.5 After exhausting Nature of learning Forest School procedures, if you are dissatisfied with a decision made or procedures followed by Nature of learning Forest School you can then complain to ITC First, our Awarding Organisation/Body.
- A complaint or an appeal
2.1 An appeal occurs when a judgement decision has been made. E.g. Candidates may appeal assessment decisions.
2.2 Any individual or organisation that is affected by an assessment decision made by Nature of learning Forest School or ITC First is eligible to take advantage of the appeals process.
2.3 The ITC First Appeals Policy can be found on the policies/procedures page of the ITC website. The Nature of learning Forest School Appeals Policy may be found on the Nature of learning Forest School website (www.charlotteswood.co.uk) or can be applied for directly.
- Formal complaints to Nature of learning Forest School
3.1 This formal complaint procedure is intended to ensure all complaints are handled fairly and consistently.
3.2 A formal complaint should be instigated if informal methods do not resolve the concern.
3.3 Nature of learning Forest School will: a) Respond to the formal complaint in writing within 5 working days, stating the time period for a considered response [15 working days]. b) Deal reasonably and sensitively to the complaint. c) Take action where appropriate.
3.4 The complainant should: a) Complain in writing b) Use the word ‘complaint’ to avoid any misinterpretation of any comment, or other statements or correspondence received. c) Raise concerns and explain clearly all details, consequences as a result and the form of redress or change in operations that are sought. d) Complain to Nature of learning Forest School within 8 weeks of the occurrence.
3.5 Nature of learning Forest School will investigate the subject matter of the complaint and reply in writing within 15 working days.
3.6 If the complainant is not satisfied with the response then they can write directly to Nature of learning Forest School for review and if still not satisfied can complain to ITC Awards Manager who will follow ITC published procedures for handling complaints.
3.7 If not satisfied with ITC First published procedures then a complaint can be escalated to the external regulators, Ofqual or SQA (if enrolled on an SQA Accredited qualification) after exhausting ITC First complaints procedure.
3.8 SQA Complaints ONLY. If the complaint has been escalated to SQA Accreditation and the candidate is not satisfied with SQA Accreditation complaint procedures the complaint can be ultimately raised to the Scottish Public Services Ombudsman (SPSO).
3.8 Nature of learning Forest School will log any complaints received including the response and actions taken. These will be reviewed at the time of the complaints and annually for trends and preventative actions required – Refer Appendix 1: Template Complaints Register/Log Date Received Complainant Received by Summary of Complaint Actions/Response