Complaints Procedure
At ACS we recognise the importance of regular interaction between faculty and parents so that student learning and development can be supported consistently. In the circumstance that parents have a complaint, the school, including Early Years Foundation Stage (EYFS) and Boarding, will treat it in accordance with its procedure. ACS will maintain a written record of all complaints and of whether they are resolved at the preliminary stage or proceed to a panel hearing.
1. Informal Resolution
a. It is hoped that most complaints and concerns will be resolved quickly and informally.
b. If parents have a complaint or concern they should, in the first instance, contact their son(s)/daughter(s) teacher. In most cases, the matter will be resolved. If the teacher cannot resolve the matter alone, it may be necessary for him/her to contact the divisional Principal.
c. Any complaint made directly to the divisional Principal will normally be referred to the relevant teacher unless the divisional Principal deems it appropriate to deal with the matter personally.
d. Teachers and divisional Principals will keep anecdotal records of concerns and complaints on the date when they were received and reviewed.
Most complaints will be resolved informally. In the case(s) when this does not happen, parents will be advised that they may follow a formal procedure.
2. Formal Resolution
a. If the complaint cannot be resolved on an informal basis, then the parents should put their complaint in writing to the Head of School. The Head of School will decide, after considering the complaint, the appropriate course of action to take.
b. In most cases the Head of School will speak to the parents concerned, normally within three days of receiving the complaint, and will discuss the matter. If possible, a resolution will be reached at this stage.
c. The Head of School may need to carry out further investigations.
d. The Head of School will keep written records of all meetings and interviews held in relation to the complaint.
e. Once the Head of School 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 Head of School will also give reasons for the decision.
f. If parents are still not satisfied with the decision, they should proceed to address the issue to the Managing Director who will review the situation using the same procedure as the Head of School, or ask a Leadership Team member to do so. Alternatively, the parents may request a formal Panel Hearing (Stage 3).
g. If parents seek to involve Stage 3 (following a failure to reach an earlier resolution) they will be referred to the Managing Director who has been appointed by the Board to call hearings of the Complaints Panel.
h. The matter will then be referred to the Complaints Panel for consideration. The Panel will consist of three persons who have not so far been directly involved in the complaint, which may include Board members, the Managing Director, members of the Senior Leadership Team, and one panel member who is independent of the management and running of the school. The panel members will be appointed by the Chairman, or another member of the board if the Chairman has been directly involved in the complaint.
i. 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. Copies of such particulars shall be supplied to all parties not later than two days prior to the hearing.
j. The parents may be accompanied to the hearing by one other person. This may be a relative, teacher or friend. Legal representation will not normally be appropriate.
k. If possible, the Panel will resolve the parents’ complaint immediately, without the need for further investigation.
l. Where the investigation is required, the Panel will decide how it should be carried out.
After due consideration of all the facts they consider relevant, the Panel will reach a decision and may make recommendations which it shall complete within five days of the hearing. The Panel will write to the parents informing them of its decision and the reasons for it. The decisions of the Panel will be final. The Panel’s findings and, if any, recommendations will be sent in writing to the parents, the Head of School, the Chairman of the Board, and where relevant, the person complained of.
Parents can be assured that all concerns and complaints will be treated seriously andconfidentially. 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.
Should parents wish to make a complaint directly to the Office for Standards in Education (Ofsted), they may collect contact details from the Lower School office.
Boarding
The complaints procedure is available to all parents, staff and boarders.
At ACS we recognise the importance of regular interaction between faculty and parents so that student learning and development can be supported consistently. In the circumstance that parents have a complaint, the school, including Early Years Foundation Stage (EYFS) and Boarding, will treat it in accordance with its procedure. ACS will maintain a written record of all complaints and of whether they are resolved at the preliminary stage or proceed to a panel hearing.
1. Informal Resolution
a. It is hoped that most complaints and concerns will be resolved quickly and informally.
b. If parents have a complaint or concern they should, in the first instance, contact their son(s)/daughter(s) teacher. In most cases, the matter will be resolved. If the teacher cannot resolve the matter alone, it may be necessary for him/her to contact the divisional Principal.
c. Any complaint made directly to the divisional Principal will normally be referred to the relevant teacher unless the divisional Principal deems it appropriate to deal with the matter personally.
d. Teachers and divisional Principals will keep anecdotal records of concerns and complaints on the date when they were received and reviewed.
Most complaints will be resolved informally. In the case(s) when this does not happen, parents will be advised that they may follow a formal procedure.
2. Formal Resolution
a. If the complaint cannot be resolved on an informal basis, then the parents should put their complaint in writing to the Head of School. The Head of School will decide, after considering the complaint, the appropriate course of action to take.
b. In most cases the Head of School will speak to the parents concerned, normally within three days of receiving the complaint, and will discuss the matter. If possible, a resolution will be reached at this stage.
c. The Head of School may need to carry out further investigations.
d. The Head of School will keep written records of all meetings and interviews held in relation to the complaint.
e. Once the Head of School 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 Head of School will also give reasons for the decision.
f. If parents are still not satisfied with the decision, they should proceed to address the issue to the Managing Director who will review the situation using the same procedure as the Head of School, or ask a Leadership Team member to do so. Alternatively, the parents may request a formal Panel Hearing (Stage 3).
g. If parents seek to involve Stage 3 (following a failure to reach an earlier resolution) they will be referred to the Managing Director who has been appointed by the Board to call hearings of the Complaints Panel.
h. The matter will then be referred to the Complaints Panel for consideration. The Panel will consist of three persons who have not so far been directly involved in the complaint, which may include Board members, the Managing Director, members of the Senior Leadership Team, and one panel member who is independent of the management and running of the school. The panel members will be appointed by the Chairman, or another member of the board if the Chairman has been directly involved in the complaint.
i. 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. Copies of such particulars shall be supplied to all parties not later than two days prior to the hearing.
j. The parents may be accompanied to the hearing by one other person. This may be a relative, teacher or friend. Legal representation will not normally be appropriate.
k. If possible, the Panel will resolve the parents’ complaint immediately, without the need for further investigation.
l. Where the investigation is required, the Panel will decide how it should be carried out.
After due consideration of all the facts they consider relevant, the Panel will reach a decision and may make recommendations which it shall complete within five days of the hearing. The Panel will write to the parents informing them of its decision and the reasons for it. The decisions of the Panel will be final. The Panel’s findings and, if any, recommendations will be sent in writing to the parents, the Head of School, the Chairman of the Board, and where relevant, the person complained of.
Parents can be assured that all concerns and complaints will be treated seriously andconfidentially. 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.
Should parents wish to make a complaint directly to the Office for Standards in Education (Ofsted), they may collect contact details from the Lower School office.
Boarding
The complaints procedure is available to all parents, staff and boarders.
- Boarders and their parents are informed by the school how they can contact OFSTED regarding any complaint concerning boarding welfare.
- A written record is kept of serious complaints and their outcomes for regular review by the Head or a senior member of staff.
- Complaints are resolved either to the complainants satisfaction, or with an otherwise appropriate outcome which balances the rights and duties of students, without unreasonable delay.
- Students are not penalised for making a complaint in good faith.
