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If a parent is concerned about anything to do with the education that we are providing at our school, they should, in the first instance, discuss the matter with their child’s class teacher. Most matters of concern can be dealt with in this way. All teachers work very hard to ensure that each child is happy at school, and are making good progress; they always want to know if there is a problem, so that they can take action before the problem seriously affects the child’s progress.
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Class teachers aim to resolve complaints brought to their attention within one week.
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Where a parent feels that a situation has not been resolved through contact with the class teacher, or that their concern is of a sufficiently serious nature, they should make an appointment to discuss it with the Principal. The Principal considers any such complaint very seriously and investigates each case thoroughly. Most complaints are normally resolved at this stage. The school phone is transferred to the Principal's mobile during school holidays.
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Should a parent have a complaint about the Principal, she should first make an informal approach to discuss the matter. The Principal will do all she can to resolve the issue through a dialogue with the parent, but if they are unhappy with the outcome, s/he can make a formal complaint, as outlined below.
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The Principal aims to resolve complaints brought to her attention within two weeks.
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Only if an informal complaint fails to resolve the matter should a formal complaint be made to the Committee. This complaint must be made in writing, stating the nature of the complaint and how the school has handled it so far. The parent should send this written complaint to the School Office addressed to the Committee for Complaints .
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The Complaints Committee will be convened if and when a relevant complaint is received and shall consist of three members who have not been directly involved in the subject matter of the complaint. At least one member of the Committee will be independent of the management and running of the school.
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The Committee should consider all written complaints within three weeks of receipt. A meeting will be arranged to discuss the complaint, and the parent is invited to attend the meeting, so that s/he can explain his/her complaint in more detail. The school gives the parent at least three days’ notice of the meeting. The parent may bring someone along to that meeting if they wish.
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After hearing all the evidence, the Committee will consider their decision. The parent, the Principal and (where relevant) the person complained about will be given a written statement of the Committee’s decision (including any findings and recommendations).
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If any parent is still not content that the complaint has been dealt with properly, then s/he is entitled to appeal to Independent Schools Association or the Secretary of State for Education.