When the parent is still concerned after stage 3 the Governing Body may require a panel of governors, who have not met with the parent, to review all aspects of the complaint. If the panel decides that it is not possible to do any more to deal with the complaint, external mediation may be considered.
An external mediator should be acceptable to both parties, listen to both sides and offer advice. A mediator has no legal powers but can help to define the problem, review the action so far and suggest further ways in which it might be resolved. Usually the local authority would be contacted to provide a mediator.
The mediator keeps all discussion confidential. S/he can hold separate meetings with the Headteacher/governor(s) and the parent, if this is decided to be helpful. The mediator keeps an agreed written record of any meetings that are held and of any advice s/he gives.
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Text for this page: Stage 4: External mediation
Text for this whole section: When you have to make a formal complaint