ADHS Complaint Policy

Complaints Policy Al Diyafah High School values good relationships with parents, staff, students, and the community. We believe everyone deserves courteous, prompt, and careful attention. Feedback helps us improve and raise standards. We welcome suggestions, comments, and complaints, and encourage early reporting to address issues quickly. When a complaint is received, we collaborate with staff and parents in the best interests of students. Concerns should be raised with school staff or the principal. We aim to resolve issues satisfactorily for everyone involved, ensuring good service, best practices, transparency, and good relationships. Complaints are overseen with discretion and respect. Information is shared only on a 'need to know' basis. Some complaints may involve third parties like government authorities or police, and the complainant will Parents are advised to follow the flow chart provided to direct complaints to the appropriate personnel for prompt resolution. All student-related issues will adhere to the BFL policy (refer to page 27 of the Student Planner). Investigations may involve interviewing students and/or requesting written statements from them, which may be used as evidence. In cases involving other students, sensitive information (such as names and actions taken) will be withheld to ensure the safety and wellbeing of all parties involved. Anonymous complaints will not be pursued. be informed if this happens. Stages of Complaint Handling:

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•Class teacher acknowledges the email/return the call to the parent

•Investigate the complaint in 2-3 working days •Complaint resolved and replies with next steps.

Stage 1: Addressed to Class Teacher / Form tutor cc to Head of Year - Concerns with respect to Academics, absences or issues within classroom

•Complaint could be received via email or call •Acknowledge the complaint and request for a formal complaint form to be filled •Investigate the complaint [2-3 working days] •Assistant Head of Primary or Key Stage Head call the complainant to explain the investigation results and proposed resolution. •If complainant is unsatisfied, AHoP/KSH sets up formal meeting with complainant along with Head of department for further action.

Stage 2: Addressed to Head of Primary/Secondary/Sixth Form - Serious matters related to teaching or well being of the child OR those that Class teacher or Head of Year could not address satisfactorily

•Steps 1 to 3 to be followed as in Stage 2 •Communicate the investigation results and resolution via formal email to the complainant. •If the complainant is not satisfied, there will be a formal meeting (face to face/online) set up with complainant [Attendees - Principal/Vice Principal, Head of department, complainant]

Stage 3: Vice Principal - Very critical issues or Stage 2 complainst that are escalated

• Stage 4: Issues of very serious nature involving a staff member or safety concerns may be addressed directly to the Principal. The principal will investigate and inform parents of the findings and the action taken to address the issue. In some cases, a meeting will be arranged with the complainant if required.

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Formal Complaint Form Please complete and return this form in a sealed envelope marked ‘confidential’. Parent Name: Child Name, Year and Division Mobile No. Email id: Details of your complaint

Date and time of incident What action (if any) have you already taken to resolve your complaint?

To whom did you speak to and report the incident, what was their response?

Are you attaching any further evidence? If so, please provide the details

Signature

Date

---------------------------------------------------------------------------------------------------------------------------------------------------------------------- For Official Use

Received By Received On Acknowledgement Sent on

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Complaint Form (School’s Response – For internal use only) Has the complainant contacted KHDA?

What action (if any) has the school taken to resolve the complaint?

Has the complainant been contacted and advised on the action taken by the school?

Is the complainant satisfied with the response from school?

If not, what action does the school propose to take?

Next steps agreed with the complainant

Signature:

Date:

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Read and understood: Vice Principal: Head of Primary: Head of Secondary: Head of Sixth Form:

Reviewed and updated: March 2025

Principal Signature: Date of next review: March 2026

Registrar:

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