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Crowstone has long prided itself on the quality
of the teaching and pastoral care provided to its pupils. However,
if parents do have a complaint, they can expect it to be treated by
the School in accordance with this Procedure. This document forms
the Complaints procedure for the Whole School and includes the Early
Years.
Complaints may be made directly to the School, as set out in this
policy, or they may make a complaint to the ISI and/or Ofsted,
should they so wish. Contact details will be provided upon request. |
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- It is hoped that most complaints and concerns will be
resolved quickly and informally.
- If parents have a complaint they should normally contact
their son/daughter's Form Teacher. In many cases, the matter
will be resolved straight away by this means to the parents'
satisfaction. If the Form Teacher cannot resolve the matter
alone, it may be necessary for him/her to consult the
S.M.T./Headmaster.
- Complaints made directly to a member of the S.M.T. will
usually be referred to the relevant Form Teacher unless the
S.M.T./Headmaster deems it appropriate for him/her to deal with
the matter personally.
- The Form Teacher/S.M.T. will make a written record of all
concerns and complaints and the date on which they were
received. Should the matter not be resolved within five days or
in the event that the Form Teacher/S.M.T. and the parent fail to
reach a satisfactory resolution then parents will be advised to
proceed with their complaint in accordance with Stage 2 of this
Procedure.
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- If the complaint cannot be resolved on an informal basis,
then the parents should put their complaint in writing to the
Headmaster. The Headmaster will decide, after considering the
complaint, the appropriate course of action to take.
- The Headmaster will meet with the parents concerned,
normally within five days of receiving the complaint, to discuss
the matter. If possible, a resolution will be reached at this
stage.
- It may be necessary for the Headmaster to carry out further
investigations.
- The Headmaster will keep written records of all meetings and
interviews held in relation to the complaint.
- Once the Headmaster is satisfied that, so far as is
practicable, all of the relevant facts have been established, a
decision will be made and parents will be informed of this
decision in writing. The Headmaster will also give reasons for
his decision.
- Complainants will be notified of the outcome of the
investigation within 28 days of the having
received the complaint.
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If parents are not satisfied with the outcome at
this stage the Headmaster will offer the parents the opportunity to
present their views to an Appeal and Conciliation Panel, consisting
of: |
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- A local Head Teacher
- An accountant
- A solicitor who will chair the meeting.
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Parents may be accompanied by a representative of
their choice. It is the Panel's task to look at the issues in an
impartial and confidential manner and make findings and
recommendations they feel appropriate. A copy of these
recommendations should be: |
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- sent by electronic mail or otherwise given to the
complainant and, where relevant, the person about whom the
complaint has been made
- available for inspection on the school premises by the
proprietor and Head Teacher
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It is hoped that by this stage the matter will have
been resolved to the satisfaction of all parties.
Parents can be assured that all concerns and complaints will be
treated seriously and confidentially. A written record will be kept
of all complaints, and of whether they are resolved at the
preliminary stage or proceed to a panel hearing. Correspondence,
statements and records will be kept confidential except in so far as
is required of the School by paragraph 6(2)(j) of the Education
(Independent Schools Standards) Regulations 2003; where disclosure
is required in the course of the school's inspection; or where any
other legal obligation prevails. Such records will be maintained for
a period of at least three years.
We have an obligation to provide Ofsted and the ISI, upon their
request, a written record of all complaints made during any
specified period and the action that was taken as a result of each
complaint. |