What our students can expect at DHLNW.
1.0 DOCUMENT CONTROL
3.0 RAISING CONCERNS
4.0 COMPLAINTS PROCEDURE PROTOCOL
5.0 STAGE 1: INFORMAL STAGE
6.0 STAGE 2: FORMAL STAGE
7.0 STAGE 3: FINAL STAGE
8.0 WRITTEN RECORD
|1.1||September 2018||Approved by Proprietor / Head teacher|
This policy is designed to deal with the concerns and complaints of parents relating to their child in the most effective manner and in the shortest time possible. Our complaints policy has been designed in line with the regulations of the Independent Schools Educational standards.
All complaints will be treated as expressions of genuine dissatisfaction and all complaints raised can be expected to be treated fairly and in accordance with this procedure.
Parents are entitled to raise concerns about anything that affects their child’s education, wellbeing or behavior, such as:
Minor concerns or enquiries relating to your child can be raised directly with the class teacher. However, this should be a brief conversation not taking more than a few minutes and with consideration for the teacher’s after school duties. This procedure must not be used frequently, as recurring issues need to be dealt with by following the official complaints procedure.
The parents may arrange an appointment with the teacher to discuss any concerns they have about their child. We will aim to arrange this within a week depending on the urgency of the matter.
After meeting with the teacher if the parent is not satisfied or would like to take the matter further they should engage the school’s official complaints procedure.
For the effective use of the complaints procedure the following must be adhered to by the parents and the school.
Parents should contact the school informally to discuss the matter of concern with the teacher.
If the matter is unresolved after discussions with the teacher, then the parents should formally write to the Head teacher of the school outlining the details of the complaint.
If parents are still not satisfied with the response to their complaint, then the complaint will be heard by a panel of three persons independent of the running of the school and not connected to the complaint. The school Proprietor will select the independent committee.
The panel will make written records of their findings and recommendations. Copies of these will be given to the complainant and Head teacher. Where relevant a copy may also be given to the person complained about.
8.1 A written record of all complaints will be kept in the complaints file. Details of whether the complaints were resolved during the preliminary stage or whether the complaint proceeded to a panel hearing will also be recorded.
8.2 All correspondence, statements and records of complaints are strictly confidential. However, this does not apply to the requirement of the school to provide parents and other interested parties with information about the number of complaints registered under the formal procedure during the preceding year, or to inspectors conducting inspection under section162A of the Education Act 2002, or to the Secretary of state, should they ask for access to such records.
Last Reviewed: September 2018, Next Review September 2020 | Approved by the Proprietor.