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SCHOOL POLICIES
Complaints Procedure Parents

Rationale

There is a difference between a concern and a complaint. If concerns are taken seriously and dealt with accordingly then formal complaints should not arise.

The formal procedures will need to be invoked when initial attempts to resolve the issue are unsuccessful and the person raising the concern remains dissatisfied and wishes to take the matter further.

However, all complaints should be addressed following the complaints procedure.

Procedure

¨ Low key concerns should initially be addressed to the member of staff in the child’s class (stage 1)

¨ The member of staff may then refer it to the Headteacher, or, if  the parent is not satisfied, they may take the concern direct to the Headteacher

¨ The Headteacher should listen carefully to the concern and make written notes of the points raised by parents (Stage 2)

¨ The Headteacher should investigate the complaint and find out all of the facts before meeting with the parent/s again i.e. establish what has happened so far, and who has been involved;

· clarify the nature of the complaint and what remains unresolved;

· meet with the complainant 

· clarify what the complainant feels would put things right;

· interview those involved in the matter and/or those complained of, allowing them to be accompanied if they wish;

· conduct the interview with an open mind and be prepared to persist in the questioning;

· keep notes of the interview -Summary of Meeting form-  and give each ‘party’ a copy afterwards

The aim is to resolve complaints as quickly as possible.

ALL complaints should follow this procedure FIRST. If a parents jumps directly to the next stage and does not try to resolve the issue within the school, the owner should refer the parents back to the school.

If the procedure has been followed and the parent is still not satisfied then the matter can be referred to the owner. (Stage 3)

If the complaint is regarding the Head teacher then the above steps should be followed by the owner i.e. establish the facts before responding to parents then follow the steps above.

 

Concerns or complaints should be raised within three months of the incident or event to which the complaint relates (or, where the complaint relates to a series of incidents or events, within three months of the latest incident or event).

IOANID Preschool has three stages to its complaints procedure. The aim is to try to deal with the complaint, to the satisfaction of the Complainant, at the earliest possible stage.

  • Stage 1 – Informal investigation of a concern.
  • Stage 2 – Formal complaint investigated by the Head of school.
  • Stage 3 – Complaint heard before a Complaint Panel/Owner.