Complaints Procedure 2008

Informal Approach

Parents and guardians are reminded that if they have concerns about an issue, they should initially raise the matter with their child’s form teacher. If that does not resolve the problem they should speak with the relevant Head of Lower, Middle or Upper School, and if necessary, the overall Head.

If parents or guardians believe that the school has not dealt with an issue in a satisfactory manner, they may pursue a complaint informally with the Chair of Council. This will normally take the form of a discussion and will occur after parents (guardians) have pursued their concerns as far as they are able with the school management team. Any member of the management team can arrange this meeting or the parent/guardian may contact the Chair directly.  The Chair will seek to arrange the meeting within 5 working days of being contacted. In urgent cases, should the Chair not be available, the school management will make arrangements for another Member of Council to hear the complaint.

If parents/guardians are not satisfied with the outcome they may pursue their complaint more formally through a Review Panel.

The Review Panel

The Review Panel will consist of three members of Council and an individual independent of the management and running of the school, one of whom will act as Chair. To ensure fairness the Review Panel members will have no detailed knowledge of the issues raised or of the complainants and will therefore not normally include the Chair of Council. Selection of the Review Panel will be made by the Secretary to the Council (the Bursar) in consultation with the Chair of Council. The Review Panel will then select their Chair.

Prior to the establishment of the Review Panel the complainants will be asked to lay out their complaint in writing, detailing all the issues causing concern. On receipt of this written complaint, within 10 working days the Secretary to the Council will appoint the Review Panel. Depending on the complexity of the issues, the Review Panel will meet 5 to 15 days after the Panel has been appointed. The Secretary of the Council will provide all parties with a procedure and timescale to be followed and confirm the role and powers of the panel.

Each member of the Review Panel will be supplied with a copy of any relevant documents. The complainants will be supplied with copies of all documents the school is required to disclose under the Data Protection Act 1998. These papers will be issued not less than 3 working days before the Review Panel meets.

The Review Meeting

The meeting will take place at the school premises, or if either party requests at a nearby independent venue.

Those present at the review meeting will normally be:

  • Members of the Review Panel

  • The Head and the Head of Lower, Middle or Upper School as appropriate

  • Any other relevant personnel

  • The complainants and the pupil if the parents or guardians so wish

  • Secretary to the Council

Parents or guardians may be accompanied by a friend or relation to act as an advocate, but it would not be appropriate for them to be accompanied by a qualified lawyer acting in a legal capacity.

The proceedings will be conducted in an informal manner. The proceedings will not be tape recorded, but the Secretary will be asked to keep a minute of the main points that arise. All present will be entitled to write and retain their own notes. The meeting shall be directed at all times by the Chair of the Panel who shall conduct the meeting in such a manner as to ensure that all those present have the opportunity of asking questions and making comments.

All those attending the meeting are expected to show courtesy, restraint and good manners. The Chair may at his/her discretion adjourn or terminate the meeting.

Each of the issues raised in the letter of complaint will be considered and discussed. When the Chair decides that all issues have been sufficiently discussed and if by then there is no consensus, he/she may adjourn the meeting.

Following the meeting the panel will come to its decision and decide upon any recommendations. In the case of an equality of votes the Chair of the Review Panel will exercise a casting vote. A decision following the review will be final. The decision and recommendations will be notified to all parties (including the complainant, Council, the Head and where relevant the person complained about) by the Chair of the Review Panel or the Chair of Council by letter within 5 working days of the meeting. If the school receives a complaint relating to the schools’ EYFS provision the complainants will be notified of the outcome of an investigation within 28 days of that complaint being received.

 

 

Note 1
If a complainant delivers their written complaint detailing the issues causing concern during the week preceding a school holiday, or during a school holiday, then the time limits in this policy will run from the commencing date of the next term or half term period. 

Note 2
This policy has been prepared in accordance with the Draft Regulations for Registration and Monitoring of Independent School 2003.

Note 3
Correspondence, statements and records will be kept confidential except where disclosure is required by law including where the Secretary of State or a body carrying out an inspection of the school requires access to them.

Note 4
The Bursar will keep a written record of all complaints and whether they are resolved informally or by a panel. A record of complaints reviewed by the Panel will be maintained by the Bursary and kept until 3 years after the date upon which that complaint was reviewed.”


Note 5
The parents/guardians of children in the Reception class (EYFS) are entitled to raise complaints about the school’s EYFS provision with Ofsted and/or the ISI: contact details are below.

Independent Schools Inspectorate                                                       
CAP House
9 - 12 Long Lane
London
EC1A 9HA
Telephone 020 7600 0100
Fax 020 7776 8849

Ofsted
The National Business Unit, Ofsted, Royal Exchange Building,
St Anne's Square, Manchester M2 7LA.

Telephone helpline 08456 40 40 45.
Or E-mail your complaint to enquiries@ofsted.gov.uk

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