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Complaints & Concerns Procedure

Academic Year 2025–2026

At Cortex Online Academy LTD, we are committed to resolving concerns in a fair, structured, and respectful manner. Most matters can be resolved quickly when addressed at the appropriate level.

Parents are expected to follow the staged process below.

Get Started

1

Stage 1 – Class Teacher

The first point of contact must always be the Class Teacher.

Parents should:

Raise the concern via email

Clearly explain the issue

Allow reasonable time for response (3–5 working days)

Most concerns are resolved at this level.

2

Stage 2 – Head of Year

If the matter is not resolved, it may be escalated to the Head of Year.

The Head of Year will:

Review communication

Speak with relevant staff

Provide a written response within 5 working days

3

Stage 3 – Head of Key Stage

If the concern remains unresolved, it may be escalated to the Head of Key Stage.

Key Stages may include:

Lower Secondary

Upper Secondary

Sixth Form

Primary (when operational)

ESL Division

A formal review will be conducted, and a written outcome provided.

4

Stage 4 – Head of School Division

If unresolved, the matter may be escalated to the relevant Division Lead:

Head of Primary

Head of Secondary

Head of Sixth Form

Head of ESL

The Division Head will review:

All prior communication

Policies applied

Actions taken

A written decision will be issued.

5

Stage 5 – Headteacher (Final Internal Stage)

If the issue is still not resolved, the complaint may be formally escalated to the Headteacher.

At this stage:

A full internal review is conducted

All documentation is examined

A final written decision will be issued

The Headteacher’s decision represents the final internal stage of the academy’s complaints process.

Guidelines

Important Guidelines

  • Each stage must be completed before moving to the next.
  • Complaints must be submitted in writing at escalation stages.
  • Abusive or defamatory communication will not be tolerated.
  • The Academy reserves the right to pause communication if conduct becomes inappropriate.
Safeguarding

Safeguarding Exception

If a concern relates to child protection or safeguarding, parents must immediately contact the Designated Safeguarding Lead. Safeguarding concerns bypass normal stages and are prioritised.

Complaint

📄 Complaint & Concern Form

Academic Year 2025–2026

Before submitting this form, please ensure you have followed the staged complaints procedure outlined in our Complaints Policy.

This form does not automatically collect personal data unless you provide it.

Form

Fill Up The Form

Section 1 – Parent Details

Section 2 – Student Information

Section 3 – Stage of Escalation

(Complaints must move sequentially unless safeguarding applies.)

Section 4 – Nature of Concern

Section 5 – Details of Concern


Please provide:

Section 6 – Declaration


I confirm that: