parents' complaints procedure - The Queen's School

IntroductionPARENTS’ COMPLAINTSPROCEDUREThe Queen’s School prides itself on the quality of teaching and pastoral care providedto the girls. However, if parents do have a complaint, they can expect it to be handledby the school in accordance with this procedure.Parents can be assured that all concerns and complaints will be treated seriously andconfidentially.Stage 1 - Informal ResolutionWe aim to resolve most complaints and concerns quickly and informally.If parents have a complaint or a concern they should normally contact theirdaughter’s Head of Year. Our experience suggests that in many cases thematter can be resolved quickly to the parents’ satisfaction. If the Head of Yearcannot resolve the matter alone, it may be necessary for him/her to consult aHead of Department if the issue relates to a specific subject, or the Head ofSchool.Complaints made directly to the Headmistress, Deputy Head or Director ofStudies will usually be referred in the first instance to the form tutor or Headof Department, unless the Headmistress, Deputy Head or Director of Studiesconsiders it appropriate for her to deal with the matter personally.The Head of Year will make a written record of all concerns and complaintsand the date on which they were received. Should the matter not be resolvedwithin ten working days or in the event that the Head of Year and the parentfail to reach a satisfactory resolution, then parents will be advised to proceedwith their complaint in accordance with Stage 2 of this procedure.Stage 2 - Formal ResolutionIf the complaint cannot be resolved on an informal basis, then parents shouldput their complaint in writing to the Headmistress. The Headmistress willdecide, after considering the complaint, the appropriate course of action totake.Under normal circumstances, the Headmistress will speak to the parentsconcerned to discuss the matter. This will usually be within one working dayof receiving the complaint. If possible, a resolution will be reached at thisstage.Date: Jun 04Revised date: Dec 09Pages: 1 of 3

PARENTS’ COMPLAINTSPROCEDUREIt may be necessary for the Headmistress to carry out further investigations.The Headmistress will keep written records of all meetings and interviewsheld in relation to the complaint or concern.Once the Headmistress is satisfied that, so far as is practicable, all of therelevant facts have been established, a decision will be made and parents willbe informed of this decision in writing. The Headmistress will also givereasons for her decision. This would normally be within 15 working days ofthe written complaint being received.If parents are still not satisfied with the decision, they should proceed to Stage3 of this procedure.Stage 3 – Governors’ Complaints PanelIf parents seek to invoke Stage 3 (following a failure to reach an earlierresolution) they will be referred to the Clerk to the Governors, who has beenappointed by the governors to call hearings of the Governors’ ComplaintsPanel.The matter will then be referred to the Governors’ Complaints Panel forconsideration.The Panel will consist of one of the Vice- chairmen of Governors, a memberof the governing body and a person who is independent of the running andmanagement of the school. The Clerk to the Governors, on behalf of the Panel,will then acknowledge the complaint and schedule a hearing to take place assoon as practicable and normally within 15 working days of receiving noticefrom the parents that they wish to invoke stage 3 of the Complaints procedure.If the panel deems it necessary, it may require that further particulars of thecomplaint or any related matter be supplied in advance of the hearing. Copiesof such particulars shall be supplied to all parties not later than 5 working daysprior to the hearing.Parents may wish to be accompanied to the hearing by a friend. Legalrepresentation will not normally be appropriate.Date: Jun 04Revised date: Dec 09Pages: 2 of 3

PARENTS’ COMPLAINTSPROCEDUREIf possible, the Panel will resolve the parents’ complaint immediately withoutthe need for further investigation.Where further investigation is required, the Panel will decide how it should becarried out. After due consideration of all the facts they consider relevant, thePanel will reach a decision and may make recommendations, which it shallcomplete within 5 working days of the hearing. The Clerk will write to theparents informing them of the Panel’s decision and the reasons for it. ThePanel’s findings and any recommendations will also be sent in writing to theHeadmistress, the governing body and, where relevant, the person complainedof.There were no complaints registered under the formal procedures (stages 2 and 3)during the school year 2008/09.Date: Jun 04Revised date: Dec 09Pages: 3 of 3