Complaints Policy
The school is committed to providing high-quality education and fostering positive relationships with all stakeholders, including students, staff, parents, and the local community. While we strive to maintain a positive and supportive learning environment, we recognise that there may be instances where individuals or groups may have concerns or complaints regarding a staff member or the school’s policies and practices.
When a complaint is raised, the school will adhere to the following principles:
- Seriousness: All complaints will be treated with utmost seriousness.
- Informal resolution: The school will attempt to resolve issues informally whenever possible.
- Appropriate handling: Complaints will be handled by the most suitable staff member.
- Impartiality: The complaint resolution process will be fair and unbiased.
- Timely resolution: The school will strive to address complaints promptly.
- Confidentiality: All information shared during the complaint process will be kept confidential.
The school will make every effort to resolve concerns or complaints at the earliest stage possible. Most issues can be resolved through a simple phone call or meeting with a staff member. If necessary, a senior staff member may be involved to assist in resolving the matter. In some cases, the complainant may request a meeting with the head of school.
The staff member handling the complaint will provide a clear response to the concerns raised and may agree to take specific actions to address the issue. If a complaint is directly addressed to a board member, the board member will refer the complainant to the head of school.
If the complainant is dissatisfied with the initial response, they can escalate the matter to a formal complaint. A written complaint should be addressed to the head of school. The head of school will review the complaint and make a decision. If the complaint is about the head of school, a board member will handle the review process.
The formal complaint will be investigated, and a written decision will be provided within 14 working days. The head of school or board member may:
- Dismiss the complaint: Reject the entire complaint or specific parts of it.
- Uphold the complaint: Agree with the complaint in full or in part.
- Take corrective action: Determine appropriate actions to resolve the complaint.
- Recommend system improvements: Suggest changes to school systems or procedures to prevent similar issues.
The number and general nature of formal complaints will be reported to the board of directors, but specific details about individuals will not be disclosed.
If the complainant remains unsatisfied with the outcome of stage 2, they can escalate the matter to the next stage by submitting a written request to the board of directors. The board will convene a complaints panel within 15 working days.
The panel will consist of three members, none of whom have been previously involved in the complaint. At least one member will be independent of the school’s management. The complainant will be invited to attend the hearing and can bring a representative if desired. They will be given sufficient notice of the hearing date and clear instructions on how to attend.
During the hearing, all parties must maintain respectful behavior. Any aggressive or threatening conduct will not be tolerated and may result in the complainant being asked to leave the hearing.
The complaints panel can make the following decisions:
- Dismiss the complaint in whole or in part.
- Uphold the complaint in whole or in part.
- Determine appropriate actions to resolve the complaint.
- Recommend changes to school systems or procedures to prevent similar issues.
Within 5 working days of reaching a decision, the board of directors will inform all parties. It will be made clear that this is the final stage of the complaints procedure.