10989 Student Handbook 06 - ACS International Schools

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 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 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.
Early Years Foundation Stage
• A record of complaints is kept for at least three years.
• ACS will notify complainants of the outcome of an investigation within 28 days of
having received the complaint.
• ACS must provide Ofsted on request, with a written record of all complaints during
any specified period and the action that was taken as a result of each complaint.
• Parents can also contact the Office of Standards in Education (OFSTED) in order to
discuss their concern/complaint. OFSTED helpline is 0845 601 4771.
Complaints Received
• Cobham received one formal complaints from parents in the school year 2010/11.
• Egham received one formal complaint from a parent in the school year 2010/11.
• Hillingdon received two formal complaints from parents in the school year 2010/11.
All formal complaints were satisfactorily resolved.
(September 2011)
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