Complaints Procedure

1. Introduction

Harlow Fields School & College PTA is a registered charity (no. 1206744) and operates independently of the school.
We are committed to acting lawfully, transparently, and in line with our charitable objectives.
If a concern arises about the PTA’s activities, governance, or conduct, it must be addressed directly to the PTA through the appropriate process outlined below.

2. Who Can Make a Complaint

Complaints may be raised by:

  • PTA members (parents, carers, staff)
  • External stakeholders (e.g., suppliers, donors)
  • Members of the public with direct involvement or relevant concern

3. What Is a Valid Complaint?

A valid complaint may relate to:

  • Misuse of PTA funds
  • Breach of the PTA constitution or policies
  • Behaviour of committee members acting on behalf of the PTA
  • Concerns around the conduct of PTA events or fundraising practices

Complaints relating to school matters (e.g., teaching, safeguarding, staff behaviour) should be directed to the Headteacher or school governing body, not the PTA.

4. How to Make a Complaint

Complaints should be sent in writing to the PTA Chair:
chair@harlowfieldspta.co.uk

Please include:

  • Your name and contact details
  • A clear description of the issue
  • Any evidence or relevant context
  • Your desired outcome (if applicable)

Anonymous complaints will only be considered in exceptional circumstances where the issue is serious and can be investigated without identifying the complainant.

5. How Complaints Are Handled

  • The Chair (or Co-Chair if there is a conflict of interest) will acknowledge the complaint within 5 working days.
  • It will be reviewed by at least two trustees, and a written response will be provided within 21 working days.
  • If the complaint requires more time to investigate, the complainant will be notified with an estimated timeline.
  • All complaints will be treated confidentially, and records retained for at least 12 months.

6. Escalation

If the complainant is unsatisfied with the outcome, they may request the matter be reviewed by the full PTA committee at the next scheduled meeting.
The committee’s decision will be final.

If the complaint involves serious misconduct or breach of charity law, and the matter cannot be resolved internally, it may be referred to the Charity Commission for England and Wales.

7. Safeguarding

If any complaint relates to safeguarding of children or vulnerable adults, it must be referred immediately to the school’s Designated Safeguarding Lead and handled in line with statutory procedures.
The PTA does not investigate safeguarding concerns.