The vast majority of concerns and complaints can be dealt with informally. There are many occasions where concerns can be resolved straight away without the need to submit a formal complaint. Concerns raised at this stage might not be classified as complaints.

When a complaint is made directly to the Principal or Head of Secondary/Head of Primary, stage 1 is not required and the formal procedure begins at stage 2.

Individuals may decide to raise their concerns with a member of the school administrative staff, class teacher, senior teacher, nurse, Principal or Head of Secondary/Head of Primary depending on their level of concern and the types of issues they want to discuss. Depending on the sensitivity and seriousness of a concern or complaint, any individual wanting to raise a concern or complaint may contact the Principal or Head of Secondary/Head of Primary directly. In these cases, it will be at the discretion of the Principal/Head of Secondary/Head of Primary as to whether or not to direct them to a particular staff member first.

It is advisable that any parent who has a concern about any aspect related to:

1. their child, class teacher, teaching assistant (if applicable) or the class particularly, department, learning/ teaching process, shares their concerns in the first instance with, his/ her class teacher;
2. the ancillary staff (cleaners, nannies, maintenance, security guards), shares his/her concerns in the first instance with the school nurse;
3. the faculty staff, school in general, policy and code of conduct talks over, shares their concerns in the first instance with the Head of Secondary/Head of Primary;
4. the after school extracurricular activities (ECAs), shares their concerns in the first instance with the ECA coordinator;
5. the Admissions department, shares their concerns in the first instance the Head Of Admissions
6. the HR/ Accounts Department, shares their concerns in the first instance with the HR/ Accounts Head of Department

Steps to be followed:

1. A parent should request an appointment with the staff in charge of the particular area of their concern. This can be initiated by phone, by email, or in person.
2. A suitable time and place will be agreed for both parties.
3. A one-to–one session will be held.

It is not necessary to record or monitor complaints at this level. The Principal and/or Head of Secondary/Head of Primary does not have to be informed about the concern at this stage if resolved to both parties’ satisfaction. There are no specific time scales for dealing with concerns at this stage. However, as at all stages, it is our aim that all concerns should be considered and dealt with as quickly and effectively as possible.

Most complaints should be resolved amicably and informally at this stage. If the individual is dissatisfied with the response they have been given and would like to take their complaint further, they will be referred to the school’s complaints procedure and advised how to escalate their complaint to the next stage.

At this stage, all communications between parties need to be carefully recorded and monitored with the following information:

• the name of the complainant;
• the date and time at which complaint was made and through which communication channel the complaint was disclosed;
• the details of the complaint;
• the desired outcome of the complainant;
• how the complaint is/will be investigated (including written records of interviews held);
• results and conclusions of investigations;
• any action taken; and
• the complainant’s response (satisfaction or further pursuit of complaint).

Discussion with the Principal/Head of Secondary/Head of Primary

Before proceeding with a formal investigation, the Principal/Head of Secondary/Head of Primary will meet with the individual and discuss their concerns. It may still be appropriate and satisfactory to reach a resolution at this point. If not, the Principal/Head of Secondary/Head of Primary will proceed in accordance with the complaints policy, and will advise the parents accordingly.

Submitting a formal complaint

By this stage it must be clear that the concern is a definite complaint and it will be dealt with according to this policy and should be formally submitted in writing to the Principal/Head of Secondary/Head of Primary. For parents not comfortable with making written complaints, there is a template form for recording complaints (see the last page). All written complaints must be written in English.

Steps to be followed:

1. A parent should submit a written complaint to the student’s class teacher or form tutor either by email or in person. At this stage, the class teacher/form tutor should notify the Key Stage Leader about the received written complaint. The Key Stage Leader will notify the Principal/Head of Secondary/Head of Primary.
2. The Principal/Head of Secondary/Head of Primary should formally acknowledge the complaint within 24 hours of receiving it and begin an investigation.
3. The Principal/Head of Secondary/Head of Primary will need to investigate the complaint and review any relevant documentation and information. If necessary, the Principal/Head of Secondary/Head of Primary will interview witnesses and take statements from those involved. If the complaint involves a student, the student will also usually be questioned.
4. When the investigation into the complaint is completed, the Principal/Head of Secondary/Head of Primary/School Complaints Committee will meet with the parents to discuss the outcome within 10 working days of the acknowledgement. The opportunity for the Principal/Head of Secondary/Head of Primary School Complaints Committee to meet and discuss the outcome of the investigations with the complainant should be offered at a mutually convenient time. Minutes of the meeting will be recorded (by a third party) during this session, and an agreed written record of the discussion will be shared afterwards. The minutes will record whether or not the complaint has been upheld, the reasons why, and what action (if any) will be taken. All of the parties present at the meeting should sign the minutes and receive a copy. A copy should also be sent to the School Advisory Board.

A record of the written complaint from parents and the summative points from the meeting shall be kept in the following files:

1. in the child’s personal file if it is related to the child only;
2. in the staff’s file with the Principal/Head of Secondary/Head of Primary if it is related to the faculty staff;
3. in the Central Office or school Staff files for all non academic staff.
4. in the school complaints file if it is related to the school in general, records should be retained for a period of two years.

Correspondence, statements and records to individual complaints are to be kept confidential where local legal requirements permit access.

In the event that the complainant remains dissatisfied with the outcome of the school’s investigation, the matter may be referred to the School Executive Board for appeal.

Contact: Teju Sonuga – Parent Liaison at Safa British School: [email protected]

1. This appeal is reviewed by or on behalf of the proprietor and consists of at least three people (one panel member must be independent of the management and running of the school) ‘who were not directly involved in the matters detailed in the complaint’.
2. The elected members of the panel will request a full report from the Principal/Head of Secondary/Head of Primary along with all relevant documents.
3. On the basis of these, the members of the panel will call for a briefing from individual members of staff.
4. The members of the panel will acknowledge within 24 hours of receipt of the referral that the complaint is being reviewed and he/she will ask the parent if they wish to add further details for consideration.
5. A date will also be given by which the parent may expect a full response. The member of the panel may be able to offer a new approach which may satisfactorily conclude the matter for the parent.
6. The response will be clear and detailed but, if the parent remains dissatisfied the member of the panel will also offer a meeting.
7. A copy of the panel findings and recommendations will be provided to the complainant and, where relevant, the person complained about; and available for inspection on the school premises by the proprietor and the principal.

If a meeting is requested those involved will be:

• The member of the School Executive Board;
• The Principal/Head of Secondary/Head of Primary;
• The relevant member of staff (if deemed necessary);
• Parents may be accompanied at a panel hearing if they wish.