Complaints Policy

This policy reflects procedures of handling, investigation and response of appeals and complaints. It also outlines procedures for dealing with such cases should they occur.

Though we aim at all times to get a customer satisfaction and work in a fair and transparent manner, at Kingshouse International School, we accept that complaints arise from time to time. The Board of Directors and staff of KINGSHOUSE INTERNATIONAL SCHOOL believe that the concerns of parents or third parties should be resolved as swiftly as possible and all complaints have to be taken seriously.

This procedure differentiates between a concern or difficulty that can be resolved informally or a formal complaint that requires more serious further investigation but the following procedures are flexible enough to be adapted, as appropriate, to individual cases and their circumstances.

In relation to this policy and normal practice, the school will always extend and encourage a meeting with the parties concerned, at every stage of this process, whether that be with the class teacher, a middle or senior leader, the Principal or a Board Member. In addition of course, parents have at all times the right to request a meeting, which will never be denied by the school’s management.

All Board Members who are approached with a complaint will refer the matter to the Principal, unless

• The complaint is about the response of the Principal to a previous linked complaint, which in this case will be referred to the Chair of the Board,
• The complaint is about the Principal or the General Manager, which in this case will be referred to the Chair of the Board.

It is important to note that if a complaint is made against a member of staff, whether informal or formal, they will be informed of the complaint and its nature. This includes the name of the complainant and all details pertaining to the complaint. They will also be afforded the opportunity to respond to the complaint before any further action is taken as part of this process.

Separate procedures apply in the event that a Child Protection/Safeguarding issue arises. This policy should be read in conjunction with the KINGSHOUSE INTERNATIONAL SCHOOL Child Protection and Safeguarding Policy.

Separate procedures apply in the case of an event or appeal about assessments and examinations, including admission exams. This policy should be read in conjunction with the KINGSHOUSE INTERNATIONAL SCHOOL Examinations and Assessment Policy.

It is hoped that most appeals, complaints and concerns will be resolved quickly and informally.

Parents may write to NEED THIS EMAIL where there complaints will be swiftly passed onto the corresponding party, however it is recommended that if parents have concerns they should normally speak to their child’s class teacher or subject specialist teacher in the Pre and Primary School. In the Secondary School the subject teacher or Form Tutor where applicable should be contacted.

A matter raised orally may not necessarily be acknowledged by the school in writing. However handling, investigation and response to oral complaints regarding school or any other approved specific segment have to be registered and recorded.

Written notification of a concern will be acknowledged in writing within two working days during term time and as soon as practicable in the holidays. In many cases, the matter will be resolved promptly by this means to the parents’ satisfaction.

All teachers and tutors are allocated time in which they can receive parents for meetings each week. These meetings are best coordinated via email directly with the teacher/tutor. They can also be done by contacting the school reception by phone.

It is expected that in almost all cases this will lead to an agreement or understanding being reached between the various parties. The person who has dealt with the complaint will make a written record of all concerns and complaints, and any responses, and the date on which they were received.

By dealing directly with the teacher/tutor, an informal complaint can be addressed at source and misconceptions/miscommunications as well as concerns, addressed swiftly and in an efficient manner.

After a meeting, should the matter not be resolved within a reasonable time period or in the event that the class teacher/form tutor/subject teacher and the parent fail to reach a, then parents should promptly put their complaint in writing to the relevant Head of Key Stage.

The matter will be investigated and the relevant Head of Key Stage. They will respond to the parent in writing, stating clearly how the judgements were arrived at and made, based on the facts presented and further investigations. They will keep written records of all meetings and interviews held in relation to the complaint and this may be in e-mail format if appropriate to the situation.

• Should the matter not be resolved within a reasonable time period or in the event that the Principal and the parent fail to reach a satisfactory resolution then parents should promptly refer their complaint to the Chair of the Board.
• If the complaint is about the Principal or the General Manager then parents should promptly refer their complaint to the Chair of the Board.

The Head Administrator will ensure that correct and appropriate communication channels are available to the complainant in their reporting to the Chair of the Board. The Chair may ask to meet with the complainant and other persons involved in the matter or may get acquainted with all documentary investigated by school and be contented. The Principal will present, to the Chair of the Board, all previously investigated documentation. Once the Board is satisfied that, as far as it is practicable, all of the relevant facts have been established, a decision will be made and parents and third parties will be informed of this decision in writing, normally within 5 working days of the decision having been made.

The decision of the Chair of the Board will be regarded as final.

If the parent is still not satisfied, then the parent has the right thereafter to refer the matter to the relevant higher authority.