Complaints
At Amadeus Primary Academies Trust, we recognise that parental concerns and complaints are an important aspect of maintaining strong relationships between our schools and the communities we serve. We take all complaints seriously and are committed to addressing them promptly and effectively. The Trust has established clear procedures to ensure that parental feedback is handled with transparency, fairness, and respect. By listening carefully to parents and working collaboratively to resolve issues, we aim to foster a positive and supportive environment for all our pupils and their families, in line with our commitment to high standards of education and wellbeing.
complaints@apat.org.uk
Complaints that are referred to the Trust Leadership Team
Stage 2 (Formal) A decision made by our Principal
| Acknowledgement | 5 school days from receipt of complaint (form) |
| Meeting / Parent |
15 school days from acknowledgement |
| Formal response | 30 school days from acknowledgement |
The investigation will proceed if the complainant has not arranged a meeting within 5 days of the formal offer.
Stage 3 (Trust Leadership)
If the Complainant is not satisfied with the outcome of a Formal complaint heard at stage 2 (Formal), the Complainant should contact the Chief Finance and Operations Officer in writing clearly stating their reasons for requesting a review of their complaint within 5 school days of the date of the written response from Stage 2.
The timeframe that would apply is as follows:
| Acknowledgement | 5 school days from receipt of complaint (form) |
| Meeting / Parent |
15 school days from acknowledgement |
| Formal response | 30 school days from acknowledgement |
Stage 3 includes a formal review of the complaint.
Stage 4 Trust Board/Independent Panel
If the Complainant is not satisfied with the outcome of the previous applicable stages, the Complainant may request that the complaint be considered at Stage Four.
Stage 4: New allegations that have not been raised at Stage 3 may not be raised at this point. New evidence which was not provided before the completion of the Stage 3 investigation will not normally be considered. The chair of the Trust / Independent Panel shall have discretion to permit further evidence if it is relevant to the matters to be considered as part of the appeal.
The role of the Panel is not to conduct a further investigation of the complaint. The Panel’s role is to consider the procedural fairness of the investigation undertaken at the earlier stages , and the determination made.