If something is wrong, tell us

Start by talking to us

Most things that go wrong in a school are put right by a conversation with the person closest to it. If you are unhappy about something, the quickest route is almost always your child’s class teacher.

We would far rather hear about a problem while it is small. Constructive criticism is welcome, and it usually stops a query building into a frustration and then into a complaint. Raising a concern will not count against your child.

Complaints are handled in a spirit of forgiveness and reconciliation. That is not a way of avoiding the issue — it is how we intend to deal with the issue.

Stage one — informal

Heard by: your child’s class teacher, or the Head of Lower, Middle or Upper School Response: usually within 10 working days

Most concerns are resolved here, and they can be raised in person, by email or by letter.

• Contact your child’s class teacher first. In many cases the matter is settled straight away.
• If the class teacher cannot resolve it alone, they will consult the relevant Head of School.
• A complaint made directly to a Head of School is normally referred back to the class teacher, unless it would be inappropriate for them to handle it.
• The Head Teacher will be told about the complaint and any action taken, whatever the outcome.
• If it cannot be resolved, you will be advised to move to stage two.

If your complaint concerns imminent danger, health and safety, or child protection, go straight to the Head Teacher rather than starting here.

If the timescale cannot be met — during a holiday, or for reasons outside the school’s control — we will stay in contact and give you a new, reasonable timeframe rather than leaving you waiting.

Stage two — formal, in writing

Heard by: the Head Teacher Request: in writing, within 10 working days of stage one finishing Response: usually within 5 working days

• Put your complaint in writing to the Head Teacher, who will decide the appropriate course of action.
• If your complaint is about the Head Teacher, write to the Chair of Trustees instead. He may delegate consideration of it to a nominee.
• You will usually be spoken to within 5 working days of stage two beginning, to discuss the matter directly.
• If further investigation is needed, you will be given a reasonable timeframe for it.
• Written, dated records are kept of every meeting and interview.
• Once the relevant facts have been established as far as is practicable, you will be given the conclusion in writing, with reasons.

Stage three — complaints panel

Heard by: the Complaints Appeal Panel Request: in writing to the Chair of Trustees, within 10 working days of stage two finishing Hearing: usually within 20 working days of that request Conclusion: normally within 20 working days of the hearing

• The Chair of Trustees convenes the panel and appoints its members.
• The panel is at least three people, none of whom has been directly involved in the complaint or in stages one and two, including one member independent of the day-to-day management and running of the school.
• You may choose whether to attend. You may bring one other person — a relative, a teacher or a friend. You may not bring a legal representative to make legal representations on your behalf.
• If the panel asks for further particulars in advance, copies go to everybody involved at least 2 working days before the hearing.
• The panel will resolve the matter at the hearing if it can. If further investigation is needed, it will tell you how and by when.
• The findings and any recommendations are sent in writing to you, to the Head Teacher, to the trustees, to the proprietor, and where relevant to the person complained about.

The panel’s conclusion is final.

Where a complaint involves a member of the teaching staff, that teacher is kept fully informed in writing, given copies of all documentation, and has the right to make representation to the panel.

Complaints received

We publish the number of complaints registered under the formal procedure each year, as required.

These figures are also available on request.

Early years

Additional requirements apply to our early years provision beyond those that apply to the rest of the school.

Written complaints about the fulfilment of the Early Years Foundation Stage requirements are investigated, and the complainant is notified of the outcome within 28 days.

As an ISI-inspected school, parents of children in the early years may also raise concerns with the Independent Schools Inspectorate. Our record of complaints is made available to the Inspectorate on request.

Confidentiality and records

All concerns and complaints are treated seriously and confidentially. Correspondence, statements and records about individual complaints are kept confidential, except where disclosure is required by the Regulations or during a school inspection under section 109 of the Education and Skills Act 2008.

Records of formal complaints and the action taken are kept in line with our privacy notice, in most cases for at least six years after the pupil leaves the school. They are reviewed by the Head Teacher and senior leadership team so that the school learns from them.

Safeguarding concerns

Concerns about the safety or welfare of any child should not go through this procedure. Contact the Designated Safeguarding Lead straight away. If you believe a child is at immediate risk, telephone the police on 999.

The Safeguarding Governor reports on the school’s effectiveness and compliance with child protection matters as a standing item at formal governors’ meetings.

Policies and documents