Daiglen School
Complaints Procedure
At The Daiglen School we regard relationships with parents as very important and aim for easy and open communication between home and school. We also aim to provide teaching and pastoral care of the highest standard. However, it is also important to have in place clear guidelines on the process by which parents and pupils may voice any concerns they may have in regard to the service offered by the school.
The Daiglen School welcomes suggestions and comments from parents, and takes seriously complaints and concerns they may raise. These guidelines will show you how to use our complaints system.
Stage 1 – Informal
It is hoped that most complaints and concerns will be resolved quickly and informally.
If something is bothering you, please talk directly to the member of staff most closely concerned with the issue. In most cases this results in matters being resolved immediately and to your satisfaction.
If s/he cannot resolve the matter alone, it may be necessary for him/her to consult the Headteacher.
Complaints made directly to the Headteacher will usually be referred to the relevant form teacher, subject teacher or School Office Manager unless the Headteacher deems it necessary to deal with the matter personally.
The form teacher, subject teacher or School Office Manager 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 one working week or you cannot reach a satisfactory resolution with the form teacher, subject teacher or School Office Manager you should proceed with your complaint according to Stage 2 of this procedure.
Stage 2 Formal
You should now put your complaint in writing to the Headteacher. She will decide, after considering the complaint, the appropriate course of action to take.
In most cases, the Headteacher will meet or speak to the parents concerned, normally within two days of receiving the complaint to discuss the matter. If possible, a resolution will be reached at this stage.
The Headteacher may need to carry out further investigations. She will keep a written record of any interviews or meetings held in relation to the complaint.
Once the Headteacher is satisfied that all relevant facts have been established, a decision should be made. You will be informed in writing of the outcome of your complaint, the reasons for the Head's decision and any action taken or proposed.
Action which needed to be taken under the staff disciplinary procedures as a result of complaints would be handled confidentially within the school.
We hope that you will be satisfied with the outcome, or at least that your concerns have been fully and fairly considered.
If, however, you are still not satisfied with the decision, you should proceed to Stage 3 of this procedure.
Stage 3 Panel Hearing
The Headteacher will offer to refer the matter to the Chairman of Governors. Alternatively, you may wish to write directly to the Chairman. The Chairman will call for a full report from the Head, and will examine matters thoroughly before responding. This may result in a positive solution, but if it does not, the Chairman will invite you to a meeting. You may wish to be supported by a friend, but legal representation would not be appropriate at this stage.
If the meeting does not bring about a resolution, the matter would be referred to the school’s Conciliation Committee. This committee will consist of three people who have not been involved in looking at the complaint before, and include one person who is independent of the management and running of the school. It is their task to look at the issues in an impartial and confidential manner. The Committee Convener will invite you to a meeting. You will be asked if there are any papers you would like to have circulated beforehand. As with the Chairman’s meeting, you will be invited to bring a friend with you. You will be sent a written report of the investigation; its findings and recommendations within two weeks of this meeting.
Your complaint or concern will be treated in a confidential manner and with respect. Whenever possible, knowledge of it will be limited to the Head and those directly involved. We cannot entirely rule out the need to make third parties outside the school aware of the complaint and possibly also the identity of those involved. This would only be likely to happen where, for example, a child’s safety was at risk or where other legal matters prevail. The school will keep a written record of all complaints, and of whether they are resolved at the preliminary stage or proceed to a panel hearing. This record will be kept for at least three years.
Early Years Foundation Stage: Parents of children within the EYFS can make a complaint to Ofsted on their Early Years Complaints Helpline 08456404040 and ISI Independent Schools Inspectorate (ISI). by writing to ISI at 9-12 Long Lane, London EC1A 9HA, by email to durell.barnes@isi.net or by telephone on 020 7600 0100. The school will provide Ofsted and ISI, on request, with a written record of all complaints made during any specified period, and the action which was taken as a result of each complaint.
The school recognises and acknowledges your entitlement to complain and as always, we hope to work with you in the best interest of the children in our care.
Reviewed March 2009 MB