The Mount School

Complaints Procedure<= /a>

Introduction

The School has long= prided itself on the quality of the teaching and pastoral care provided to its pupils. However, if parents d= o have a complaint, they can expect it to be treated by the School in accordance w= ith this Procedure.

Parents can be assured that all concerns and complaints will be tre= ated seriously and confidentially. 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 co= urse of the school’s inspection; or where any other legal obligation preva= ils.

Stage 1 – Informal Resolution=

It is hoped that most complaints and concerns will be resolved quickly and informally.

If parents have a small complaint they should normally contact their son/daughter’s Form teacher. In many cases, the matter wil= l be resolved straightaway by this means to the parents’ satisfaction= . If the Form teacher cannot re= solve the matter alone, it may be necessary for [him/her] to consult The Hea= d of Phase.

Complaints made directly to the Head will usually be referred = to the relevant Form teacher unless the Head deems it appropriate for him= /her to deal with the matter personally.

The Head of Phase and/or Headmistress will make a written record of all concerns a= nd complaints and the date on which they were received. Should the matter not be resolved within a few days or in the event that the Form teacher/Headmistress and the parent fail to reach a satisfactory resolution then parents will be advised to pro= ceed with their complaint in accordance with sta= ge 2 of this Procedure.

&nbs= p;

Stage 2 – Formal Resolution

&nbs= p;

If the complaint cannot be resolved on an informal basis, then= the parents should put their comp= laint in writing to the Head. The head will decide, after considering the complaint, the appropriate course of action to take.

In most cases, the Head will [meet or speak to] the parents concerned, normally within 7-= 10 days of receiving the complaint, to discuss the matter. If possible, a resolution wil= l be reached at this stage.

It may be necessary for the Head to carry out further investigations.

&nbs= p;

The Head will keep wr= itten records of all meetings and interviews held in relation to the com= plaint.

Once the Head 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 will also give reaso= n for his/her decision.

If parents are still not satisfied with the decision, they should proceed to Stage 3= of this Procedure.

&nbs= p;

Stage 3 – Panel Hearing

&nbs= p;

If parents seek to invoke Stage 3 (following a failure to reac= h an earlier resolution), they will be referred to a c= ovenor, who has been appointed by the Governors to call hearings of the Compla= ints Panel.

The matter will then be ref= erred to the Complaints Panel for consideration. The Panel will consist of [at least three persons not direc= tly involved in the matters detailed in the complaint], one of whom shall = be independent of the management and running of the school. Each of the Panel members sha= ll be appointed by the proprietor. The Convenor, on behalf of the Panel, will then acknowledge the complaint and schedule a hearing to t= ake place as soon as practicable and normally within Fourteen days.

&nbs= p;

If the Panel deems it necessary, it may require that further particulars of the complaint or any related matter be supplied in adva= nce of the hearing. Copies o= f such particulars shall be supplied to all parties not later than seven days prior to the hearing.<= u>

&nbs= p;

The parents may be companie= d to the hearing by one other person. This may be a rel= ative, teacher or friend. Legal representation will not normally be appropriate.

&nbs= p;

If possible, the Panel will resolve the parents’ complai= nt immediately without the need for further investigation.<= /u>

&nbs= p;

· Where fur= ther investigation is required, the Panel will decide how it should be carried out. After due consideration = of all facts they consider relevant, the Panel will reach a decision and may make recommendations, which it shall complete within fourteen days of the hearing. The Panel will write to the parents informing them of its decision and the reas= ons for it. [The decision of = the Panel will be final.] The Panel’s findings and, if an= y, recommendations will be sent in writing to the parents, the Head, the Gover= nors and, where relevant, the person complained of.=

Appendix: Complaints Procedure – Indepen= dent Member of the Panel

The DfES has supplied the following guidance in a letter to the ISC General Secretar= y:

Whilst we do not intend= to be prescriptive our general view is that suitable people would be those who ha= ve held positions of responsibility and who are used to analysing evidence and putting forward balanced arguments/points.= It would add credibility if independent panel members had some stand= ing in the local community. In th= is connection serving or retired business people, civil servants, heads or sen= ior members of staff at other schools, people with a legal background – perhaps retired members of the Police Force – might be considered suitable by schools. Schools = will have their own views and may well have other suitable suggestions to make.<= o:p>

You asked if it would b= e acceptable to appoint former governors or staff of the school as the independent panel member. The regulations do not preclude this since the stipulation is that the person must be independent = of the management and running of the school.&= nbsp; Clearly former governors or staff would not have any such involvement. However, schools should bear in mind that they may be subject to criticism that such people would remain too close to the school and would not be truly independent.

Pupils’ Complaint= s

The principles which ap= ply to parental complaints should also be applied to complaints and concerns raised by pupils.

Pupils can raise concer= ns with any member of staff with whom they feel comfortable, whether it be the form teacher, a member of the support staff or the Headmistress.=

Once the matter is reso= lved, the outcome should be discussed by the pupil and the member of staff. In mo= re complex situations, an agreed written record may be hel= pful, to make sure that the outcome is fully understood.

The Mount School has a School Parliament at which pupil representatives can raise complaints= . At these meetings, issues can be raised and discussed with a member of staff.<= o:p>

Com= plaints which appear minor still need to be handled seriously. Young people may test the complaints procedur= es on relatively minor issues before finding the confidence to raise something mo= re serious, such as bullying.

If the issue is a painf= ul one, or if the investigation of the matter is taking time, a pupil may need support from another pupil or from an adult.

Complaints, and ways of dealing with them, need to be explained to pupils. Personal and Social Educational programmes can be of use not only in teaching pupils how they m= ay support and act as mentors to each other, but also in encouraging them to understand that their views matter.