CONCERNS AND COMPLAINTS PROCEDURE
1. The Governing Body and staff of North London Collegiate School believe that the concerns of parents or third parties about the activities or actions of the School should be resolved swiftly and, if parents do have a complaint, they can expect it to be treated by the School in accordance with this procedure, which takes account of Paragraph 7 of the Schedule to the Education (Independent School Standards) (England) Regulations 2003.
2. This procedure differentiates between a concern or difficulty which can be resolved informally and a formal complain that will require investigation. The procedure may also be adapted as appropriate to meet the aims and circumstances of each case. Aspects of the procedure can only be carried out during term time.
3. Governors who are approached with a complaint will usually refer the matter to the Headmistress, unless the complaint is about the response of the Headmistress to a previous complaint, which will be referred to the Chairman of Governors. Any Governor who has received such a complaint will not be involved in subsequent presentation to or appointment of the Complaints Panel.
4. Separate procedures apply in the event that a Child Protection issue arises or if the Headmistress expels or asks a Pupil to leave and the parents seek a Governors' Review of that decision.
5. Any concern about the safety of your child should be notified immediately to the person you believe is best placed to take urgent action and should be confirmed in writing to the Headmistress.
Stage One: Informal
6. It is hoped that most complaints and concerns will be resolved quickly and informally.
7. If parents have concerns they should normally speak to their daughter’s Form Tutor. A matter raised orally may not necessarily be acknowledged in writing. 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 straightaway by this means to the parents’ satisfaction. It is expected that in almost all cases this will lead to an agreement or understanding being reached between the various parties.
8. However, where a parent is not satisfied with the response received, full written details of the matter should be referred to the Head of Section for an issue dealt with by a Form Tutor and to the Head of Department for a matter dealt with by a subject teacher. (Throughout this document the term Head of Section includes the Head of Junior School). The Form Tutor/Head of Section/Head of Department will make a written record of all concerns and complaints and the date on which they were received.
9. Where the first contact is directly to the Chairman of Governors or Headmistress this will initially be treated as an informal complaint.
Stage Two: Formal
10. Should the matter not be resolved within 5 working days or in the event that the Form Tutor/Head of Section/Head of Department and the parent fail to reach a satisfactory resolution then parents should promptly put their complaint in writing to the Headmistress.
11. The Headmistress will decide, after considering the written complaint, the appropriate course of action to take and would normally ask the relevant Deputy Head to investigate.
12. The Headmistress or the relevant Deputy Head will keep written records of all meetings and interviews held in relation to the complaint.
13. Third parties – i.e. those who are not parents of pupils at the School – should write direct to the Headmistress with any concern or complaint.
14. Once the Headmistress is satisfied that, so far as 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.
Stage Three: Panel Hearing
15. If parents/third parties are dissatisfied with the decision they should write to the Chairman of Governors within 7 days of the date they have been notified of the decision so that the matter can be referred to the Complaints Panel for consideration. Parents/third parties should ensure that a copy of all relevant documents and their full contact details accompany their letter, which should also state the outcome desired and all the grounds of the complaint. A Complaints Panel will only be convened if Stages One and Two of this procedure have been followed.
16. The Clerk to the Governors shall acknowledge the complaint and schedule a hearing to take place as soon as reasonably practicable but the Panel will not normally sit during half terms or school holidays. The Panel will consist of at least three persons not having detailed knowledge of or being directly involved in the matters detailed in the complaint, one of whom shall be independent of the management and running of the school. Each of the Panel members shall be appointed by the Board of Governors. The hearing will be chaired by one member of the Panel (chosen by themselves) and will be conducted in an informal manner. The Clerk to the Governors will be asked to take a handwritten minute of the proceedings.
17. The parents/third party will be sent written notification of the date, time and place of the hearing together with brief details of the Panel members. Parents will be asked to attend the hearing and may be accompanied by one other person. This may be a relative or friend. Legal representation is not normally considered appropriate. If parents wish to bring a legally qualified person to act in their professional capacity, the parents should provide the School with at least 7 days' notice.
18. After consideration of all matters discussed at the hearing, the Panel will reach a decision (unless there is an agreed position) and may make recommendations, which it shall complete within 14 working days of the Hearing. The Clerk to the Governors will write to the parents/third party, informing them of its decision and the reasons for it. The Panel’s findings and recommendations, if any, will be sent in writing to the parents/third party, the Headmistress, the Governors 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 Schedule to 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.