Complaints Procedure

 Policy Statement

It is the intention of every member of the School's staff and management that every child and their parent(s)/carer(s) have an enjoyable and informative time at the School and are able to grow both intellectually and socially whilst with us. However, there may be instances where parent(s)/carers wish to bring an issue to the attention of the teaching staff and/or management and this policy and process provides the informal and formal framework to enable that to happen in a consistent manner. This document is freely available to all staff, parents and prospective parents of children at the School.

Stage 1

In the first instance, should a parent(s) feel the need to make a complaint about any aspect of their child(ren)'s education, welfare or spiritual, moral, social or cultural development at the School, they should first raise this with their child's form teacher. It is better if such conversations can take place at an appointed time, to ensure that all parties are able to give the matter their undivided attention. The form teacher will ascertain all of the facts of the matter and agree a course of action with the parent(s) concerned. The Headmistress will at this stage be made aware of the issue, but will not intervene unless she deems it necessary. A note of the complaint will be placed on the child(ren)'s School file, even if the matter is resolved at this stage.

Stage 2

Should the situation not be satisfactorily resolved at Stage 1, the parent(s) should make a formal complaint, in writing, to the Headmistress. The Headmistress will respond to the written complaint within 7 working days of its receipt and will usually request to meet with the parent(s) concerned in an attempt to agree an appropriate course of action. Full notes will be taken of all meetings and will be agreed by all parties concerned before being placed on file.

Stage 3

Should the parent(s) still not be satisfied with the response made to the complaint in accordance with the above Stage 2, then a panel of staff/management/advisers will be arranged by the proprietor of the School so that they may hear the complaint on an independent basis.

The members of the panel will not be any member of School staff who has already been directly involved in the matters detailed in the complaint. The panel will also consist of at least one person who is independent of the staff/management of the School.

The panel will be convened within 10 working days of the complaint being escalated from Stage 2.

Parent(s) will be invited to attend the panel meeting and may be accompanied if they so wish. However, should any parent decide to be accompanied by a legal adviser, then the School must be informed. The panel may decline to sit if a legal adviser has been invited by the parent(s) of whom the panel is unaware.

The panel is empowered by the management of the School to make findings and recommendations, the decisions of which are final. Any recommendations for action will be delivered by the panel within 48 hours of sitting and should be implemented at the earliest opportunity.

The parent(s) concerned, along with management and staff of the School and any other relevant person, will receive a written copy of any such findings and recommendations. These copies will be retained on appropriate School files and at all times are to remain strictly confidential in line with the School's Confidentiality Policy.

Currently there are no outstanding complaints following the formal procedure.