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Parent & Guardian Complaints Policy Introduction: While we work hard to provide a good education for our student, and while staff work very hard to build positive relationships with parents, the school also needs to have procedures in place in the event of complaints. This policy document sets out the procedure in such cases. Aims: Uplands aims to give careful consideration to all complaints, deal with them as swiftly as possible, and resolve any complaint through dialogue and mutual understanding. In all cases we put the interests of the student(s) above all else, but aim to provide sufficient opportunity for any complaint to be fully discussed and resolved. The Complaints Process: In the first instance, and certainly for any minor issues, we would encourage parents to talk to the Class Tutor. This is the member of staff who has regular day-today contact with the student, who will know some aspects of both their academic and their noncurriculum lives, and is someone you have probably met before at a parent-teacher consultation. If a parent is concerned about anything to do with the education that we are providing at our school, they should, in the first instance, discuss the matter with their child’s class teacher. In our experience most matters of concern can be resolved positively in this way. All teachers work very hard to ensure that each child is happy at school, and is making good progress; they naturally want to know if there is a problem, so that they can take action before it seriously affects the child’s progress. Where parents feel that a situation has not been resolved through contact with the class teacher, or that their concern is of a sufficiently serious nature, they should make an appointment to discuss it with the headteacher. The headteacher considers any such complaint very seriously, and investigates each case thoroughly. Most complaints are normally resolved by this stage. Should any parents have a complaint about the headteacher, they should first make an informal approach to one of the members of the governing body, who is obliged to investigate it. The governor in question will do all s/he can to resolve the issue through a dialogue with the school, but if parents are unhappy with the outcome, they can make a formal complaint, as outlined below. Only if an informal complaint fails to resolve the matter should a formal complaint be made to the governing body. This complaint must be made in writing, stating the nature of the complaint, and how the school has handled it so far. The parent should send this written complaint to the chair of governors. The governing body must consider all written complaints within three weeks of receipt. It will arrange a meeting to discuss the complaint, and will invite the person making it to attend the meeting, so that s/he can explain the complaint in more detail. The school gives the complainant at least three days’ notice of the meeting. After hearing all the evidence, the governors will consider their decision and inform the parent about it in writing. The governors do all they can at this stage to resolve the complaint to the parent’s satisfaction. SECTION 4 - 1 -
If the complaint is not resolved, a parent may make representation to the LEA. Further information about this process is available from the school or from the LEA. A further meeting is chaired by an independent person, who considers all the evidence and makes a further judgement in an attempt to resolve the complaint. If any parent is still not content that the complaint has been dealt with properly, then s/he is entitled to appeal to the Secretary of State for Education. Monitoring and review The governors monitor the complaints procedure, in order to ensure that all complaints are handled properly. The headteacher logs all complaints received by the school, and records how they were resolved. Governors examine this log on an annual basis. Governors take into account any local or national decisions that affect the complaints process, and make any modifications necessary to this policy. This policy is made available to all parents, so that they can be properly informed about the complaints process. This policy is reviewed every two years, or before if necessary. Signed: Date: SECTION 4 - 2 -
Page 1 and 2: TABLE OF CONTENTS Section 1 Page IN
Page 3 and 4: WELCOME TO UPLANDS Uplands is a sch
Page 5 and 6: Governance The School is governed b
Page 7 and 8: Current Campus Just 30 minutes away
Page 9 and 10: The School at a glance as of August
Page 11 and 12: Accounts Department The Accounts De
Page 13 and 14: UNITED KINGDOM Colleges of Cambridg
Page 15 and 16: ADMINISTRATIVE INFORMATION School H
Page 17 and 18: TUTOR TEACHERS Primary Class Year 1
Page 19 and 20: Whom Shall I Contact Enquiries you
Page 21 and 22: Morning drop-off of students One ho
Page 23 and 24: Student Pass (for non-Malaysian stu
Page 25 and 26: FREQUENTLY ASKED QUESTIONS REGARDIN
Page 27 and 28: Lost and Found It is strongly advis
Page 29 and 30: BYE-LAWS OF THE I.S.P SCHOOLS ASSOC
Page 31 and 32: 6. Refund of Entrance Fee 6.1 Only
Page 33 and 34: ACADEMIC DISHONESTY POLICY SECTION
Page 35 and 36: 3. Never! Never! (a) submit work co
Page 37 and 38: Computer and Internet Access Policy
Page 39 and 40: Computer and Internet Access Policy
Page 41 and 42: Policy & supporting etiquette for t
Page 43 and 44: RANDOM DRUG TESTING (YEARS 7 TO 13)
Page 45 and 46: The student will be required to mee
Page 47 and 48: Statement of Intent We are committe
Page 49 and 50: These signs and behaviours could in
Page 51: 8) The Victim will receive ongoing
Page 55 and 56: All of these people will be happy t
Page 57 and 58: IB Diploma and A-Levels Scholarship
Page 59 and 60: WORKING CALENDAR FOR 2011/2012 The
Page 61 and 62: Boarding Fees 2011/2012 PART A: ENT
Page 63 and 64: Accounts Department between 7:45am
Page 65 and 66: Extra-Curricular Activities In Upla
Page 67 and 68: Opening Hours The libraries are ope
Page 69 and 70: Publications for parents: The Schoo
Page 71 and 72: Bus Route Criteria Bus routes are c
Page 73 and 74: Transportation Questions or Concern
Page 75 and 76: SCHOOL UNIFORM PRICE LIST PRIMARY S
Page 77 and 78: The Primary School We are proud to
Page 79 and 80: PRIMARY DAILY STRUCTURE * Year 1 &
Page 81 and 82: No child should be working for seve
Page 83 and 84: Language Studies Secondary students
Page 85 and 86: SECONDARY & 6 TH FORM DAILY STRUCTU
Page 87: Sixth Form (IB and A-Levels) All st

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