Parents-Information-Handbook-2016-2017

Page 39
Section 1g - General Information
Parents’ Complaint Procedure
Parents’ Complaints Procedure
Ratcliffe College welcomes suggestions and comments from parents, and takes seriously
complaints and concerns they may raise. The following shows you how to use our complaints
procedure.
A complaint will be treated as an expression of genuine dissatisfaction, which needs a response.
We wish to ensure that:
parents wishing to make a complaint know how to do so
we respond to complaints within a reasonable time, and in a courteous and efficient way
parents realise that we listen and take complaints seriously
we take action where appropriate
“How should I complain?”
You can talk directly to a member of staff, write a letter, or telephone. Be as clear as possible about
what is troubling you.
Any member of staff will be happy to help. It is best to start with the person most closely
concerned with the issue – for example, to raise routine academic or pastoral matters with the Form
Tutor or Head of Year, boarding matters with the Housemaster/Housemistress, matters regarding
finance, fees and non-academic services with the Director’s Department (the Director’s Secretary
can refer you to the appropriate Section Head). They may be able to sort things out quickly, with
the minimum of fuss. However, you may prefer to take a more serious matter to a more senior of
member of staff, for example, the Deputy/Assistant Heads (Mr Ryce - Academic concerns, Mr
Reddin - Pastoral concerns, Father Christopher, Head of the Preparatory School, Mr Sharpe -
Boarding concerns), the Director of Finance, Mr Robson - Financial /non academic concerns, or the
Headmaster.
“I don’t want to complain as such, but there is something bothering me.”
The school is here for you and your child, and we want to hear your views and your ideas. Contact
a member of staff, as described above.
“I am not sure whether to complain or not.”
If, as parents, you have concerns, you are entitled to complain. If in doubt, you should contact the
school as we are here to help.
Section 1g - Complaints Procedure