The Complaints policy has been updated and is effective from 1st October 2014. This policy sets out the respective responsibilities of academies and ARK central and contains revised timescales and covers reporting to the LGB. It also sets out how complaints specifically directed at principals and head teachers are dealt with and defines the role of EFA for dealing with parental complaints.
The full policy is available here Complaints Policy & Procedure - September 2017-September 2020.pdf
Complaints to Ofsted about schools: guidance for parents and carers, is available here Complaints_to_Ofsted_about_schools.pdf