COMPLAINTS POLICY AND PROCEDURES Policy Statement This Policy aims to ensure that: Parents/ Guardians know that the School takes complaints seriously and will respond in a courteous and efficient manner; An effective procedure for making and adjudicating complaints (including appeals) from parents/ guardians is established; Parents/ Guardians wishing to make a complaint know how to do so; is a separate procedure for dealing with parental concerns which fall short of a formal complaint; All those involved in handling a complaint make every effort to resolve matters quickly and amicably; Response to complaints will be made within a reasonable period of time, and where necessary appropriate action will be taken. 1. Raising concerns informally 1.1 Parents/ guardians can a concern informally by contacting the relevant member of staff. 1.2 This can be done by telephone, email or letter In the vast majority of cases, it is anticipated that, initially at least, the relevant member of staff will be the pupil’s Form Tutor or Head of Year. Making a complaint In serious cases, however, a formal complaint should be made in writing and referred directly to the Head Teacher. This provision will typically apply where: parent/guardian does not believe that the matter is suitable for informal resolution The Form Tutor or Head of Year has failed to satisfy the person making the complaint. Please note that complaints made anonymously will not be pursued. Parents/ guardians should note that, where the Head Teacher is the subject of the complaint, a separate procedure applies, details of which can be found in paragraphs 24 below MIHSG will take every reasonable step to ensure that a complaint made under paragraph 5 is resolved within ten working days of the complaint being lodged. Investigating Complaints As soon as possible after the complaint has been lodged, a senior member of staff appointed by the Head Teacher will contact the parents/ guardian concerned. The purpose of this contact is to make initial response and to explain how school intends to
COMPLAINTS POLICY AND PROCEDURES Policy Statement This Policy aims to ensure that: Parents/ Guardians know that the School takes complaints seriously and will respond in a courteous and efficient manner; An effective procedure for making and adjudicating complaints (including appeals) from parents/ guardians is established; Parents/ Guardians wishing to make a complaint know how to do so; is a separate procedure for dealing with parental concerns which fall short of a formal complaint; All those involved in handling a complaint make every effort to resolve matters quickly and amicably; Response to complaints will be made within a reasonable period of time, and where necessary appropriate action will be taken. 1. Raising concerns informally 1.1 Parents/ guardians can a concern informally by contacting the relevant member of staff. 1.2 This can be done by telephone, email or letter In the vast majority of cases, it is anticipated that, initially at least, the relevant member of staff will be the pupil’s Form Tutor or Head of Year. Making a complaint In serious cases, however, a formal complaint should be made in writing and referred directly to the Head Teacher. This provision will typically apply where: parent/guardian does not believe that the matter is suitable for informal resolution The Form Tutor or Head of Year has failed to satisfy the person making the complaint. Please note that complaints made anonymously will not be pursued. Parents/ guardians should note that, where the Head Teacher is the subject of the complaint, a separate procedure applies, details of which can be found in paragraphs 24 below MIHSG will take every reasonable step to ensure that a complaint made under paragraph 5 is resolved within ten working days of the complaint being lodged. Investigating Complaints As soon as possible after the complaint has been lodged, a senior member of staff appointed by the Head Teacher will contact the parents/ guardian concerned. The purpose of this contact is to make initial response and to explain how school intends to
Complaints%20Policy%20and%20Procedures.docx