Complaints Procedure

1. Introduction

  • 1.1 The purpose of the procedure:
    • (a) The aim of this procedure is to achieve a fair, effective and as rapid as possible resolution of parental concerns about the education and/or welfare of individual children in the care of the School. It will not be an appropriate mechanism for representations in respect of the School policy, nor for resolution of legal issues between the School and parents.
    • (b) This procedure will not apply to circumstances covered by a more specific procedure, whether internal or external. For example, exclusions are dealt with in accordance with the relevant School’s exclusions procedure, and concerns relating to public examinations are dealt with in accordance with the procedures laid down by examination boards.
    • (c) The expression ‘parents’ is used for those having parental responsibility for the child.

2. Time limits

  • 2.1 Effective and fair resolution of concerns usually requires that they are brought to the School’s attention promptly. To be considered under this procedure, complaints should be brought within three months of the relevant event(s). However, even where complaints are made within three months, should it appear to the Complaints Panel that delay has prejudiced an effective and fair resolution, they may judge it inappropriate to deal with the complaint. This condition applies equally to pupils who have left the school.

3. Minor complaints

  • 3.1 The Complaints Panel may decline to proceed with a complaint where it appears to them that the issues raised are of a nature that it would be disproportionate for them to be considered at that level. In exercising this discretion, the Complaints Panel will have regard primarily to the importance of the issues in the onward education or welfare of the pupil concerned.

4. Professional judgment

  • 4.1 Where the judgment of a member of the School's staff is subject to complaint, the Complaints Panel will determine whether the judgment was exercised fairly and reasonably according to the School’s standards. There may be more than one fair and reasonable response to a situation. Where a complaint is upheld, the Complaints Panel will usually make recommendations to be considered by the School.

5. Stage 1 – Informal Resolution

  • 5.1 It is hoped that most complaints and concerns will be resolved quickly and informally.
  • 5.2 If parents have a complaint they should contact their daughter’s Form Tutor, Head of Department, Head of Juniors or Assistant Head (Pastoral), as appropriate. In many cases the matter will be resolved straightaway by this means to the parents’ satisfaction. If the teacher cannot resolve the matter alone, it may be necessary for him/her to consult with other staff within the school.
  • 5.3 The teacher will make a written record of all complaints and the date on which they were received. Should the matter not be resolved within 10 school days or in the event that the member of staff 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.

6. Stage 2 – Formal Resolution

  • 6.1 If the complaint cannot be resolved on an informal basis, then the parents should put their complaint in writing to the Headmistress as soon as possible. The Headmistress or Assistant Head (Pastoral) will investigate and respond to the parents within 10 school days.
  • 6.2 The Headmistress will keep written records of all meetings and interviews held to investigate the complaint.
  • 6.3 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 informed of this decision in writing. The Headmistress will also give reasons for her decision.
  • 6.4 If parents are not satisfied with the decision, or if the complaint is about the Headmistress, parents are able to proceed to Stage 3 of this Procedure.

7. Stage 3 – Panel Hearing

  • 7.1 If parents wish to have their complaint considered at a Panel Hearing, they should write to the Chair of the Trustees at Dunottar School, High Trees Road, Reigate, RH2 7EL setting out their complaint in detail. The Chair will then convene a Complaints Panel. 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.
  • 7.2 A hearing will be scheduled to take place as soon as practical and normally within 28 school days of receipt of the parents’ letter. It will normally be held on the School premises.
  • 7.3 The parents should supply copies of the written complaint to the Headmistress and any documentation they may wish to rely on to the Chair’s PA for circulation to the Panel and Principal not more than 7 days after the date of notification of the hearing.
  • 7.4 The parents will be supplied with copies of any supporting/background documentation provided by the Headmistress to the Panel not less than 10 school days before the hearing.
  • 7.5 The Panel may refuse to consider matters of which written notice has not been given if doing so appears to them likely to be prejudicial to a fair and effective consideration of the complaint.
  • 7.6 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 the Chair’s PA not less than 5 school days prior to the hearing, for circulation to all parties.
  • 7.7 The parents may be accompanied to the hearing by one other person. This may be a relative, teacher or friend. Legal representation will not be appropriate other than in exceptional circumstances and at the discretion of the Chair of the Panel.
  • 7.8 The Headmistress may be accompanied by the Chair of the Trustees (or the Chair’s nominee).
  • 7.9 Conduct of the hearing shall be at the Panel’s discretion which will be exercised in the interests of a fair, effective, and appropriately rapid resolution of the complaint. The Chair of the Panel, or its Clerk, will write to the parents before the hearing, having considered the nature of the complaint and the documentary material, to state how the hearing will be conducted. Prior to the hearing, decisions relating to procedure may be dealt with by the Chair of the Panel acting alone. Should the parents have any questions concerning the Panel’s procedure, they should address them to the Chair of the Panel.
  • 7.10 After due consideration of all relevant facts, the Panel will reach a decision and may make recommendations. The Panel will write to the parents within 10 working days informing them of its decision and the reasons for it. The Panel’s findings, and (if any) recommendations will also be sent in writing to the Headmistress, the Chair of the Trustees and, where relevant, the person complained of.
  • 7.11 Parents can be assured that all concerns and complaints will be treated seriously and confidentially. A written record will be kept of all complaints received, indicating whether they were resolved at the preliminary stage or were heard by a Complaints Panel. Correspondence, statements and records relating to individual complaints will be kept confidential except where disclosure is required in the course of the School’s inspection or where any other legal obligation prevails.

8 For parents with children in the Foundation Stage

  • 8.1 A complaint can be made to OFSTED if the matter has not been resolved to parents’ satisfaction via the school procedures. They can be contacted at: Ofsted National Business Unit, Royal Exchange Building, St Anne’s Square, Manchester M2 7LA or Telephone on 08456 404040