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Complaints Policy

Policy Statement

We promise to listen carefully and respond quickly to any concerns that parents may have. We encourage communication and collaboration between all members of the school community. All complaints will be treated seriously and confidentially.

 

Procedure

Informal Complaint

  • If parents have a concern they should normally contact their child’s class teacher through the communication book or in person at pick-up time. They can also raise concerns during the Parent Teacher Conferences.
  • Parents can also raise concerns with the school Relationship Manager in person, by phone on 08106334006 or 08182643930 or by email at This email address is being protected from spambots. You need JavaScript enabled to view it.
  • Concerns made directly to the Head of School will usually be referred to the relevant Class Teacher unless they require the Head of School’s personal intervention.
  • Any member of staff who becomes aware of a concern/complaint from other sources should immediately pass the concern on to the Head of School who will pass it on to the relevant Class Teacher.

In most cases the matter can be resolved immediately at this stage. The class teacher and the Relationship Manager will keep a record of all concerns and the date on which they were received. If the matter is not resolved within 5 working days, or if the class teacher cannot resolve the issue, the parent is advised to make a Formal Complaint.

 

Formal Complaint

  • Formal complaints must be made in writing and addressed to the Head of School. If the complaint is about the Head of School, the complaint should be made directly to the CEO.
  • The Head of School will keep a written record of all complaints, related meetings and investigations.

 

Monitoring and Evaluation

The School Management will regularly evaluate the effectiveness of this policy and review it annually.