Complaints Procedure

OUR LADY OF SION SCHOOL   
COMPLAINTS PROCEDURE

Introduction

If parents or a pupil have a complaint, they can expect it to be treated by the School in accordance with this procedure.

This procedure has been approved by the Headmaster and the Governing Body of Our Lady of Sion School (School).  It provides guidelines for handling concerns and complaints.  It takes account of paragraph 7 of the Schedule to the Education (Independent School Standards) (England) Regulations 2003.  The procedures set out below may be adapted as appropriate to meet the policy aims and circumstances of each case.  Certain of the procedures can only be carried out during term time.
Parent/s / You  includes a current or prospective parent or legal guardian or education guardian.

Separate procedures apply if a pupil has been expelled or asked to leave or if a child protection issue has arisen..

Stage 1 – Informal Resolution

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

• If parents have a complaint they should normally contact their son/daughter’s Class Teacher/Form Tutor.  In many cases, the matter will be resolved straightaway by this means to the parents’ satisfaction.  If the Class Teacher/Form Tutor cannot resolve the matter alone, it may be necessary for him/her to consult the Deputy Head (EYFS/JS/SS).
• Complaints made directly to the Deputy Head will usually be referred to the relevant Class Teacher/Form Tutor unless the Deputy Head deems it appropriate for him/her to deal with the matter personally.

• The Class Teacher/Form Tutor will make a written record of all concerns and complaints and the date on which they were received.  Should the matter not be resolved within 5 working days or in the event that the Class Teacher/Form Tutor and the parent fail to reach a satisfactory resolution then parents will be advised to proceed with their complaint in accordance with stage 2 of this procedure.

•  Early Years Foundation Stage (EYFS).  Parents can make a complaint to Ofsted and/or the Independent Schools Inspectorate (ISI) although it is expected that complaints will go through the school's complaints procedure first.  Details of how to contact Ofsted and/or ISI are given at the end of this procedure, see Appendix 1.

 Stage 2 – Formal Resolution

• If the complaint cannot be resolved on an informal basis, then the parents should put their complaint in writing to the Headmaster.  The Headmaster will decide, after considering the complaint, the appropriate course of action to take.

• In most cases, the Headmaster will meet or speak to the parents concerned, normally within 3 working days of receiving the complaint, to discuss the matter.  If possible, a resolution will be reached at this stage.

• It may be necessary for the Headmaster to carry out further investigations.

• The Headmaster will keep written records of all meetings and interviews held in relation to the complaint.

• Once the Headmaster is satisfied that, so far as is practicable, all of the relevant facts have been established, a decision will be made and parents will be informed of this decision in writing.  The Headmaster will also give reasons for his/her decision together with details of any findings or recommendations arising from an investigation into the complaint.

• If parents are still not satisfied with the decision, they should proceed to Stage 3 of this Procedure.

• Early Years Foundation Stage: you will be notified of the outcome of the investigation within 28 days (normal days not working days) of the complaint being received.

Stage 3 – Panel Hearing

If parents seek to invoke Stage 3, following a failure to reach an earlier resolution, they will be referred to the Chair of Governors.

• The matter will then be referred to the Complaints Panel for consideration.  The Panel will consist of at least three persons not 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 Chair of Governors.  The Chair, on behalf of the Panel, will then acknowledge the complaint and schedule a hearing to take place as soon as practicable and normally within ten working days.

• If the Panel deems it necessary, it may require that further particulars of the complaint or any related matter be supplied in advance of the hearing.  Copies of such particulars shall be supplied to all parties not later than three working days prior to the hearing.

• The parents may be accompanied to the hearing by one other person.  This may be a relative, teacher or friend.  Legal representation will not normally be appropriate.

• If possible, the Panel will resolve the parents’ complaint immediately without the need for further investigation.

• Where further investigation is required, the Panel will decide how it should be carried out.  After due consideration of all facts they consider relevant, the Panel will reach a decision and may make recommendations, which it shall complete within three working days of the Hearing.  The Panel will write to the parents informing them of its decision and the reasons for it.  The decision of the Panel will be final.  The Panel’s findings and, if any, recommendations will be sent in writing to the parents, the Headmaster, the Governors and, where relevant, the person complained of.

• Early Years Foundation Stage: the complaints co-ordinator will provide Ofsted and ISI
on request, with a written record of all complaints made during any specified period and the action which was taken as a result of each complaint.

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 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.

Appendix 1: 
Contacting Ofsted (and/or ISI)

The School is inspected by Ofsted and/or ISI, an independent organisation which reports to the Government on schools.  Parents have the right to contact an inspector if they have a complaint.  Ofsted and/or ISI will usually expect parents to have followed the School's formal complaints procedure before contacting them.  However, you can report your concerns to Ofsted on 08456 404040 or you can write to the Ofsted Regional Office. 

North	Midlands	South
Ofsted 3rd Floor Royal Exchange Buildings St Anne's Square Manchester M2 7LA	Ofsted Building C Cumberland Place Park Row Nottingham NG1 6HJ	Ofsted Freshford House Redcliffe Way Bristol BS1 6LX

Contact details for ISI
Independent Schools Inspectorate
CAP House
9 - 12 Long Lane
London
EC1A 9HA Telephone: 020 7600 0100

©Our Lady of Sion School 2010
The school reserves the right to amend this policy

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