Effective date: 25 September 2026
Review date: September 2027
1. Purpose
Motion Film Academy aims to provide a safe, professional and positive experience for all students and their parents or carers.
We take complaints seriously and will deal with them fairly, promptly and respectfully.
2. Making a complaint
Parents, carers or students can raise a complaint by contacting Motion Film Academy using the contact details provided on the website.
Complaints should, where possible, include:
- The name of the person making the complaint.
- The student involved, where applicable.
- Details of the concern.
- Relevant dates or information.
- What outcome the person would like to see.
Complaints may be made verbally or in writing, although written complaints are preferred where practical.
3. Initial response
The academy will acknowledge a written complaint and aim to respond within 5 working days.
Where further investigation is necessary, the complainant will be informed and given an indication of when a fuller response is expected.
4. Investigation
The academy will investigate complaints fairly and objectively.
This may involve:
- Reviewing relevant records.
- Speaking to the people involved.
- Considering information provided by the complainant.
- Reviewing relevant academy policies or procedures.
Where a complaint concerns a safeguarding matter, it will be dealt with under the appropriate safeguarding procedure rather than through the ordinary complaints process.
5. Outcome
The complainant will be informed of the outcome and, where appropriate, any action the academy intends to take.
The academy will not normally disclose confidential information about another individual as part of its response.
6. Serious complaints
Complaints involving allegations of abuse, neglect, serious misconduct or other safeguarding concerns will be treated as safeguarding matters and may be referred to the appropriate external authority, including children’s social care or the police where necessary.
7. Appeal
If the complainant is dissatisfied with the response, they may request a review by the academy owner or another person nominated by the academy.
The request should explain why the complainant remains dissatisfied and should normally be made within 10 working days of the original response.
8. Unreasonable or abusive complaints
The academy will always consider complaints seriously.
However, where communication becomes threatening, abusive, discriminatory or excessively unreasonable, the academy may take reasonable steps to manage further contact while ensuring that legitimate concerns can still be raised.
9. Records
The academy will keep appropriate records of complaints and actions taken.
Complaint information will be handled confidentially and in accordance with the academy’s Data Protection Policy and Privacy Notice.
10. Review
This procedure will be reviewed annually and whenever there are significant changes to the academy’s activities or relevant requirements.
Next review: September 2027