Complaints Procedure
This Procedure is available to download from the school website. You may request a copy from the School Secretary.
Introduction

The School 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.

Parents can be assured that all concerns and complaints will be treated seriously and confidentially. Correspondence, statements and records will be kept confidential except in so far as is required of the school by paragraph 7 (k) of the Independent Schools Inspectorate Regulatory Requirements 2009; where the Secretary of State or disclosure is required in the course of the school’s inspection; or where any other legal obligation prevails.
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 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 Head of Year/Head of Juniors and/or the Deputy Headteacher.
  • Complaints made directly to the Headteacher will usually be referred to the relevant Form Teacher unless the Headteacher deems it appropriate for her to deal with the matter personally.
  • The Head of Year/Head of Juniors and/or Deputy Headteacher will make a written record of all concerns and complaints and the date on which they were received and these will be kept on your daughter’s file.  Should the Form Teacher, Head of Year/Head of Juniors and/or the Deputy Headteacher 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.
Stage 2 – Formal Resolution
  • If the complaint cannot be resolved on an informal basis, then the parents should put a formal complaint in writing to the Headteacher, clearly indicating that they wish to invoke Stage 2 of this procedure.  The Headteacher will decide, after considering the complaint, the appropriate course of action to take.
  • The Headteacher will arrange to meet the parents concerned within 7-10 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 Headteacher to carry out further investigations.
  • The Headteacher will keep written records of all meetings and interviews held in relation to the complaint.
  • Once the Headteacher 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, which will include the reason for her decision.
  • Complaints made under Stage 2 of this procedure will be entered into the Complaints Register held by the Headteacher and stored in her office.  The register will indicate whether the Complaint has been resolved at the Stage 2 or whether it has progressed to Stage 3.  All records in relation to this complaint will be filed with the Complaints Register.  A note will be placed on your daughter’s file referring to the Complaints Register entry.
  • If parents are still not satisfied with the decision, they should proceed to Stage 3 of this Procedure.
Stage 3 – Panel Hearing
  • If parents seek to invoke Stage 3 (following a failure to reach an earlier resolution), they will be referred to a Convenor, who has been appointed by the Governors to call hearings of the Complaints Panel.
  • The matter will then be referred to the Complaints 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.  Each of the Panel members shall be appointed by the Chair of Governors.  The Convenor, on behalf of the Panel, will then acknowledge the complaint and schedule a hearing to take place as soon as practicable and within fourteen days.
  • 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 five days prior to the hearing.  This will be sent by electronic mail or otherwise given to the complainant and, where relevant, the person complained about.
  • The parents may be accompanied to the hearing by one other person.  This may be a relative or friend.  Legal representation will not normally be appropriate.
  • If possible, the Panel will resolve the parents’ complaint immediately without the need for further investigation.
  • Where further 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 it’s decision and the reasons for it.  The decision of the Panel will be final.  The Panel’s findings and, if any, recommendations will be sent in writing to the parents, the Headteacher, the Governors and, where relevant, the person complained of.  The Headteacher will then report back to the Governing Body how and when the recommendations, if there are any, have been carried out.  It is the responsibility of the Chair of Governors to ensure that any recommendations made are followed through.
There was one formal complaint made during the academic school year 2009/10.

There have been 3 formal complaints made during the academic school year 2010/11.
Pupils' Complaints

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

Pupils can raise concerns with any member of staff with whom they feel comfortable, whether it be the form teacher, a member of the support staff or the Headteacher.

The Head of Year and/or Head of Department with the Deputy Head will work with the member of staff and the pupil to reach a resolution.  Once the matter is resolved, the outcome should be discussed with the pupil and the member of staff. In more complex situations, an agreed written record may be helpful, to ensure that the outcome is fully understood.

The Mount School has a School Parliament at which pupil representatives can raise minor complaints. At these meetings, issues can be raised and discussed in an open forum.  A member of staff is always present.

Complaints which appear minor still need to be handled seriously. It is recognised that young people may test the complaints procedures on relatively minor issues before finding the confidence to raise something more serious, such as bullying.

The PSHE programme covers aspects of a pupil’s emotional well-being.  Pupils are encouraged to understand that their views matter and that they will be listened to.  Ways of dealing with problems and complaints are also explained to them.
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