DEALING WITH PARENTAL CONCERNS

This Policy applies to the Whole School, including EYFS, Primary, and Secondary school

 Introduction

1. 1. 1. 1. The school welcomes suggestions and comments from parents and aims to deal properly with any concerns that parents may raise.  If, as parents, there are concerns, we would much rather hear them as soon as possible. If in doubt, you should contact the school, as we are here to help.  We aim to respond within a reasonable time and in a courteous and efficient way in accordance with this Policy.
         2. The school makes its Complaints policy available to all parents of pupils and prospective pupils on the school’s website and in the school office during the school day. The school will ensure that parents of pupils and of prospective pupils who request it are made aware that this document is published or available and of the form in which it is published or available, and of the number of complaints registered under the formal procedure during the preceding school year.
         3. The school will also make available on request to Ofsted, the Department of Education (DfE) or the Independent Schools Inspectorate (ISI), details of this complaints policy and the number of complaints registered under the formal procedure during the preceding school year. 1.4  The school will keep a written record of any complaints and their outcome. The school will investigate written complaints and notify complainants of the outcome of the investigation as soon as practicable.
         4. The school will keep a written record of any complaints and their outcome. The school will investigate written complaints and notify complainants of the outcome of the investigation as soon as practicable. 1.5  It is hoped that most concerns will be resolved quickly and informally. It is normally best to start with the member of staff most closely connected with the issue.
         5. References to written communication include e-mail but do not include any other form of electronic communication (social media, text messages, etc).
         6.  Parents means the holder(s) of parental responsibility for a current or prospective pupil. This procedure does not apply in respect of past pupils unless the complaint was initially raised whilst the pupil was still on the School roll.
         7. However it may not be possible to complete investigations during the school holidays, in which case responses will be delayed until term recommences. Parents will be notified of that fact.
         8. Parents can be assured that all concerns and complaints will be treated seriously and confidentially.
         9. The school will endeavour to respond within the timescales set out in this document, however it may not be possible to complete investigations during the school holidays, in which case responses will be delayed until term recommences. Parents will be notified of that fact.
         10.  For effective and fair resolution of concerns and to allow for the complaint to be investigated thoroughly, complaints must be brought to the School’s attention promptly.  We do not define “promptly” but would suggest that this should ordinarily be within three months of the relevant event(s) complained about.
         11. The aim of the Policy is to produce a resolution that everyone involved can accept.  The Policy should be used as a mechanism for resolving issues in good faith and in a courteous manner. 

         
         

         It should not be used:

         a. Where the complaint relates to an exclusion (which will be dealt with under the School’s Exclusions Policy).

         b. In respect of child protection allegations (which will be dealt with in accordance with the School’s Child Protection Policy).

         c. Where the complaint is against the decision of an external agency or third party such as an examination board or higher education institution (in such cases, parents will be advised on the appropriate route for their complaint and, where possible, given information and advice about how to progress their complaint).

         d. To delay or avoid payment of any sum (including fees or fees in lieu of notice) due under the School’s parent contract agreed to by parents upon enrolment of their child at the School (the “Parent Contract”).

         e. By pupils to raise concerns (these should be raised by a pupil with their form tutor or Student Manager, and if a pupil is unhappy with the outcome, their parent(s) can raise a complaint under this Procedure).

         f. In an abusive or threatening manner or in a vexatious way.  To reopen a complaint on a matter in respect of which the process set out in the Procedure has already been exhausted.

         g. To make a complaint about services provided by other providers who may use the School’s premises or facilities (parents should follow the external provider’s own complaints procedure).

         12. As this is an internal process, legal representation is not permitted to attend any meeting.
         13.  Electronic recording of meetings and interviews is prohibited.

         
         

         Stage 1 – Informal Resolution

         1. It is hoped that most complaints and concerns will be resolved quickly and informally.
         2. If parents have a concern or complaint, they should normally contact their child’s form tutor (Senior School), class teacher (Primary School).  In many cases, the matter will be resolved straightaway by this means to the parents’ satisfaction.  If the form tutor or class teacher cannot resolve the matter alone, it may be necessary for him/her to refer the matter to a senior member of staff.
         3. Complaints made directly to a senior member of staff including the Head will usually be referred to the relevant form tutor, class teacher or housemistress, unless it is deemed appropriate for him/her to deal with the matter personally.
         4. In many cases, the matter will be resolved straightaway to the parents’ and school’s satisfaction.
         5. The person dealing with the matter must keep a written record of all concerns and complaints and the date(s) on which they were received. He/she must also inform a member of the Executive Team of the nature and outcome of the complaint, who will log it as a Stage 1 complaint.
         6. Should the matter not be resolved within, usually 5 working days, or in the event that the relevant member of staff 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.
         7. If, however, the complaint is against the Head, parents should make their complaint directly to the Chair of Governors, whose contact details are included in this policy.

          Stage 2 – Formal Resolution

         1. If the complaint cannot be resolved on an informal basis, then the parents should put their complaint in writing to the Head/AHOS and request that the matter be considered further. The Head will decide, after considering the complaint, the appropriate course of action.
         2. In most cases, the Head/AHOS will speak/respond (depending on the communication mode) to the parents concerned, normally within 5 working days of receiving the complaint (or longer if during the school holidays) to discuss the matter. If possible, a resolution will be reached at this stage. It may be necessary for the Head, or her nominee, to carry out further investigations. The Head will keep a written record of all meetings and interviews held in relation to the complaint.
         3. If it is not possible to resolve the matter during this meeting or if the matter is considered significantly serious or complex then it may be necessary for the Head or their nominee to carry out further investigations. The investigation will normally be conducted by a member of the Executive who has not previously been involved in the matter.
         4. The investigation should be conducted in a timely manner but with a thoroughness appropriate to the seriousness of the complaint. The person conducting the complaint shall keep written records of all meetings and interviews in relation to the complaint.  Electronic recording of meetings and interviews is not permitted.
         5. Once the Head is satisfied that, so far as practicable, all the relevant facts have been established, a decision will be made, and parents will be informed of this decision in writing. The Head will also give reasons for the decision. In most cases the Head will make her decision and provide parents with the reasons within 15 working days of the complaint being put in writing.
         6. The school will keep a written record of the action taken by the school as a result of the complaint (regardless of whether the complaint is upheld or not).
         7. If the complaint is against the Head, the complaint should be made to the Chair of Governors.  The Chair of Governors or their nominee will call for a full report from the Head and for all the relevant documents.  The Chair of Governors or their nominee may also call for a briefing from members of staff, and will in most cases, speak to or meet with the parents to discuss the matter further.  Once the Chair of Governors or their nominee is satisfied that, so far as practicable, all the relevant facts have been established, the parents will be informed of the decision in writing.  The Chair of Governors or their nominee will give reasons for his decision. If the parents are still not satisfied with the decision, then they should proceed to Stage 3 of this Procedure, within 20 working days. 
         
         

         Stage 3 – Panel (Appeal) Hearing

         1. If parents seek to invoke Stage 3 (following a failure to reach an earlier resolution), they should do so in writing setting out the grounds of their appeal. Any supporting evidence which the parents wish to rely on should also be provided with their grounds for appeal. This will be referred to the Chair of the Appeals Committee, who has been appointed by the Governors to arrange all hearings of the School’s Appeals Panel.
         2. The matter will then be referred to the Appeals Panel for consideration. The Panel will consist of at least three persons not directly involved in the matters detailed in the complaint, one of whom shall be independent of the management and running of the school.  Holden Park has nominated the Head of Supreme Education  School to be the independent person who sits on the Appeal Panel. In the event that the Head is unable to be in attendance, Head Blooming Green School will take the place of the Head. The Panel will then acknowledge the complaint within 5 working days and schedule a hearing to take place as soon as practicable and normally within 21 days.
         3. If the Panel deems it necessary, it may require that further particulars of the complaint or any related matter be supplied in advance of the hearing or further investigation be carried out. Copies of such particulars shall be supplied to all parties no later than 5 working days prior to the hearing.
         4. The parents are invited to attend the Panel Hearing and maybe accompanied to the hearing by one other person. This may be a relative, teacher or friend.  The Head shall also be entitled to be accompanied to the hearing by one other person if they wish. Legal representation will not normally be appropriate. The Panel will decide whether it would be helpful for witnesses to attend.
         5. The remit of the Panel shall be at the discretion of the Chair of Governors and the manner in which the hearing is conducted shall be at the discretion of the Panel.
         6. If possible, the Panel will resolve the parents’ complaint immediately without the need for further investigation.
         7. Where further investigation is required; the Panel will decide how it should be carried out. The hearing may be adjourned to allow this to be done. The Panel will decide what steps should be taken and will determine a new date for the adjourned hearing.
         8. After due consideration of all merits of the complaint and all the facts it considers relevant, the Panel will make findings as to whether or not the Stage 2 decision was
         9. a reasonable one and decide whether to: – Dismiss the complaint(s) in whole or in part; – Uphold the complaint(s) in whole or in part; – Make recommendations.
         10. The Panel will write to parents informing them of its decision and the reasons for it within 5 working days of the hearing (although additional time may be required if it is necessary to carry out further investigations following the hearing). A copy of the Panel’s findings and recommendations (if any) will be sent by electronic mail or otherwise given to the parents, and, where relevant, the person complained about as well as the Chair of Governors and the Head..  A copy of the Panel’s findings and recommendations (if any) will also be available for inspection on the school premises by the Chair of Governors and the Head. The decision of the Panel will be final.
         11. Where repeated attempts are made by a parent to raise the same complaint after it has been considered at all three stages, this may be regarded by the school as vexatious and outside the scope of this policy.

          Recording complaints and the use of personal data

         1. Following resolution of a complaint, the school will keep written records of all formal complaints, whether they are resolved at the informal Stage 1, the formal Stage 2 or proceed to a Panel hearing Stage 3 and any action taken by the school as a result of the complaint (regardless of whether the complaint is upheld).
         2. The school processes data in accordance with its Privacy Notice (see website). When dealing with complaints the school (including any Panel member appointed under the Stage 3 process) may process a range of information which is likely to include the following: – Date when issue was raised – Name of parent – Name of pupil – Description of the issue – Records of the investigation (if appropriate) – Witness statements (if appropriate) – Name and contact details of the member(s) of staff handling the issue at each stage – Copies of all correspondence on the issue (including emails and records of phone conversations) – Notes/minutes of the hearing – The Panel’s written decision.
         3. This may include “special category personal data” as further detailed in the school’s Privacy Policy and Data Protection Policy, but potentially for example information relating to physical or mental health) where this is necessary owing to the nature of the complaint. The data will be processed in accordance with the school’s Data Protection Policy. Records will be kept as required by regulation in accordance with the Privacy Policy.
         4. Correspondence, statements and records relating to the individual complaints will be kept confidential except where the Secretary of State or a body conducting an inspection under section 108 or 109 of the Education and Skills 2008 Act requests
         5. access to them, where disclosure is required in the course of the school’s inspection; or where any other legal obligation prevails.
         6. If parents remain dissatisfied then the matter will be progressed to the Lagos States Education Board/Ministry, Lagos State Child Protection and Safe Guarding Unit Alausa.
         7. All complaints dealt with under the formal procedure set out at Stage 2, will be recorded by the Head in a Central Confidential Register of Complaints maintained by the Head. The register will include relevant details of the complaint including the date when the complaint was made, the date and the manner in which it was resolved, whether it proceeded to a panel hearing, the investigation/panel findings and recommendations, and the action taken by the school.
         8. The confidential register will be available for inspection on the school premises by the Head and Chair of Governors, members of the Panel and Ministry of Education.

         Reviewed By SLT (Organisational Chart)