1. Purpose

Callan Online is committed to safeguarding and promoting the welfare of all students under the age of 18. The welfare and safety of the child are paramount.

This Safeguarding Complaints and Concerns Procedure provides a clear process for reporting, managing and resolving complaints or concerns relating to the safety, wellbeing or safeguarding of a student under the age of 18.

For the purposes of this Procedure, a safeguarding concern may arise whether or not a formal complaint has been made. Any information suggesting that a child may be at risk of harm will be treated as a safeguarding concern and assessed accordingly.

All complaints and concerns will be treated seriously and handled promptly, appropriately and, where possible, confidentially.

2. Reporting a Complaint or Concern

Any complaint or concern relating to the safety or wellbeing of a student under the age of 18 should be reported to the Designated Safeguarding Lead (DSL), with the Deputy Designated Safeguarding Lead (DDSL) copied into the communication.

Reports should ideally be made by email. In an emergency, the DSL or DDSL should be contacted immediately by telephone.

The report should include, where possible:

• The name of the child.
• The nature and reason for the complaint or concern.
• The name of any relevant teacher, tutor or member of staff.
• Any relevant observations or conversations.
• The date and time of any relevant incident.
• Any other information which may assist Callan Online in assessing the matter.

If the complaint or concern relates to the conduct of the DSL, it must be reported only to the DDSL. If the complaint or concern relates to the conduct of the DDSL, it must be reported only to the DSL. Neither the DSL nor the DDSL should be responsible for managing a complaint or concern relating to their own conduct.

Callan Online will, as far as reasonably and lawfully possible, protect the identity of any person reporting a safeguarding concern and will not disclose their identity unnecessarily.

3. What Will Happen Next

Callan Online will acknowledge receipt of a complaint or safeguarding concern as soon as reasonably practicable and normally within 24 hours. An acknowledgement of receipt does not necessarily indicate that an investigation has been commenced or that any conclusion has been reached.

The DSL will carry out an initial assessment of the information available and determine whether immediate action is required.

Where a matter presents an immediate or serious risk to a child, action will be taken without delay.

Callan Online will aim to provide the complainant with an update within 48 hours where reasonably practicable. However, some complaints may require further investigation or the involvement of external agencies and may therefore take longer to resolve.

Where appropriate, the complainant will be informed of the outcome of the matter, subject to confidentiality, data protection requirements and the need to protect the privacy and safety of all individuals involved.

4. Action Taken on Receipt of a Complaint or Concern

Upon receipt of a complaint or report of concern, the DSL will assess the matter and, where appropriate, may take one or more of the following actions.

4.1 Gather Further Information

The DSL may:

• Request further information or clarification from the complainant.
• Obtain relevant information from the teacher, tutor or staff member concerned.
• Review relevant records relating to the incident.
• Contact the parent or guardian of the child to alert them to the concern and gather further information, where appropriate and safe to do so.

The DSL will ensure that any information gathering is conducted appropriately and will not unnecessarily expose the child to further risk.

4.2 Assess the Risk

The DSL will assess and document:

• The nature of the complaint or concern.
• The severity of any actual or potential risk to the child.
• Whether the risk is immediate or ongoing.
• Whether other children may be affected.
• Whether external agencies should be informed or involved.
• What immediate protective action, if any, is required.

The welfare and safety of the child will remain the primary consideration throughout this process.

4.3 Take Appropriate Action

Depending on the nature and seriousness of the complaint or concern, appropriate action may include one or more of the following:

• Immediately terminating or suspending all contact between the child and the relevant teacher, tutor or staff member while the matter is assessed.
• Informing the teacher, tutor or staff member of the complaint or concern, where appropriate and where doing so would not create additional safeguarding risks.
• Providing guidance, additional training or instructions to the teacher, tutor or staff member.
• Agreeing appropriate measures to address any identified inappropriate or problematic behaviour.
• Introducing a monitoring programme or additional supervision.
• Carrying out additional unannounced lesson reviews or safeguarding checks.
• Taking disciplinary or contractual action where appropriate.
• Contacting the child’s parent or guardian, where appropriate and safe to do so.
• Referring the matter to the police, children’s social care or another appropriate agency.
• Contacting the appropriate emergency services if a child is believed to be in immediate danger.
• Sharing relevant information with other authorities or child protection agencies where this is necessary and lawful.

Where external agencies are involved, Callan Online will cooperate appropriately with their procedures and instructions.

5. Investigations

The DSL will determine what further investigation or assessment is appropriate. Where a matter involves a potential criminal offence, child protection issue or other serious safeguarding concern, the DSL may refer the matter to the appropriate external authority.

Any internal investigation will be conducted fairly, objectively and with appropriate regard to confidentiality and safeguarding requirements.

6. Recording and Documentation

The DSL will ensure that an appropriate record is maintained of:

• The complaint or concern received.
• The date and time it was reported.
• The information provided by the complainant.
• Any further information gathered.
• The assessment of the severity and immediacy of any risk.
• Decisions taken and the reasons for those decisions.
• Any actions or interventions implemented.
• Any referrals or communications with external agencies.
• The planned timeframe for any intervention or follow-up.
• The outcome of the complaint or concern.

Records will be retained and processed for legitimate safeguarding, legal, regulatory and operational purposes and may be shared with relevant individuals, authorities or child protection agencies where necessary and lawful.

7. Follow-Up and Monitoring

Where an intervention or corrective action is required, the DSL will document:

• The action to be taken.
• The person responsible for taking the action.
• The timeframe for completion.
• Any monitoring or review arrangements.

The DSL will review the situation at appropriate intervals to ensure that:

• Any identified risk has been adequately mitigated.
• The agreed actions have been completed.
• The child remains safe.
• Any necessary further action is taken.
• Lessons are learned to help prevent similar situations from arising in the future.

Where appropriate, safeguarding procedures, staff guidance, training or monitoring arrangements may be reviewed and updated following a complaint or concern.

8. Outcome and Communication

Once the matter has been assessed and, where appropriate, investigated, the DSL will determine the outcome and any further action required.

The complainant will normally be provided with an appropriate update or outcome. However, Callan Online may be unable to disclose certain information where this would:

• Breach the privacy or confidentiality of another individual.
• Prejudice an investigation.
• Interfere with the work of the police, children’s social care or another authority.
• Create a safeguarding risk.
• Be contrary to applicable law.

The DSL will ensure that the final outcome and any follow-up actions are documented.

9. Emergency Situations

If a child is believed to be in immediate danger, the appropriate emergency services should be contacted without delay.

The DSL or DDSL must then be informed as soon as reasonably practicable.

10. Awareness of This Procedure

All Callan Online teachers and staff members will be made aware of this Safeguarding Complaints and Concerns Procedure as part of their safeguarding responsibilities.

All relevant staff and teachers will be required to familiarise themselves with and comply with the Callan Online Safeguarding Policy, Safeguarding Procedures and Safeguarding Complaints and Concerns Procedure.

 

Safeguarding Contacts

Designated Safeguarding Lead (DSL)

Name: Cecilia León
Telephone: +34 661344730
Email: cecilia.leon@callan.co.uk

Deputy Designated Safeguarding Lead (DDSL)

Name: Gavin Best
Telephone: +44 7931941688
Email: gavin.best@callan.co.uk