COMPLAINTS PROCEDURE

The comnplaints procedure is for the use of parents upon request and will also be made available to the parents of prospective pupils upon request. All parents can access this document via the school website.

Informal Complaints:
Any parent wishing to make an informal complaint should initially telephone or meet with Samantha Keston or Carolyn Keston or Mrs Norma Gigg. It is hoped that the matter can be resolved on an informal basis. We will endeavour to respond to any such complaint within a week.

Written Complaints:
If a parent is not satisfied with the response to an informal complaint they should make the complaint in writing. Once a parent makes a formal written complaint they will receive a written response within one week.

Complaints Panel:
  • If parents are not satisfied with the response to a written complaint they are entitled to bring their complaint to a panel appointed by the school management team. The panel is likely to comprise at least 3 people who are not linked to the complaint and one of these will be from our Headship team if these are not directly involved in the complaint. One person on the panel will be independent of the management of the school.
  • Parents can be accompanied to the panel hearing by an independent person if they wish, provided the name and status of that person is submitted beforehand and the presence of that person is agreed by the proprietor.
  • The panel will decide whether there are grounds for complaint and produce recommendations for appropriate action.
  • The findings of the panel with regard to the complaint and any resulting recommendations will be made available in writing to the complainant, the proprietor, the co-heads and where relevant, the person being complained about.
  • Where possible the panel will convene and produce written recommendations within one month of the request for a hearing.

Written Records of Complaints and Confidentiality:
All written records will be kept confidential and locked. Procedures and correspondence will be confidential to those involved.

Complaints information:
Parents will be informed of their entitlement to request information about the number of complaints registered under the formal elements of this procedure.