SCHOOL POLICY MANUAL-2024-2025

•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 with call, 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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