School Policies
Complaints Procedure
By Dolphin School
Jul 8, 2009 - 1:13:44 PM

Complaints Procedure

Dolphin has long prided itself on the quality of the teaching and pastoral care provided to its pupils.   However, if parents do have a complaint, they can expect it to be treated by the school in accordance with this procedure.   The following procedure is applicable to all Dolphin pupils including those who are part of the Early Years Foundation Stage (EYFS).   The complaints procedure is available to parents of all current and prospective pupils.

Stage 1 – Informal Resolution

·                      It is hoped that most complaints and concerns will be resolved quickly and informally.

·                      If parents have a complaint they should normally contact their son/daughter’s form teacher.   In many cases, the matter will be resolved straightaway by this means to the parents’ satisfaction.   If the form teacher cannot resolve the matter alone, it may be necessary for him/her to consult a Deputy Head or the Head.

·                      Complaints made directly to a Deputy Head or the Head will usually be referred to the relevant form teacher unless the Deputy Head or the Head deems it appropriate for him/her to deal with the matter personally.

·                      The form teacher will make a written record of all concerns and complaints and the date on which they were received.   Should be matter not be resolved within one week or in the event that the form teacher 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.

Stage 2 – Formal Resolution

·                      If the complaint cannot be resolved on an informal basis, then the parents should put their complaint in writing to the Head.  The Head will decide, after considering the complaint, the appropriate course of action to take.

·                      In most cases, the Head will meet the parents concerned, within five days of receiving the complaint, to discuss the matter.   If possible a resolution will be reached at this stage.

·                      It may be necessary for the Head to carry out further investigations.

·                      The Head will keep written records of all meetings and interviews held in relation to the complaint.

·                      Once the Head is satisfied that, so far as is practicable, all of the relevant facts have been established, a decision will be made and parents will be informed of this decision in writing, within seven days of receiving the complaint.   The Head will also give reasons for her decision.

·                      If parents are still not satisfied with the decision, they should proceed to Stage 3 of this Procedure.

Stage 3 – Panel Hearing

·                      If parents seek to invoke Stage 3 (following a failure to reach an earlier resolution), they will be referred to Linda Charlesworth, who has been appointed by the Chairman of the LLP to call hearings of the Complaints Panel.   Panel members will be independent drawn, wherever possible, from independent members of the local community experienced in analysing evidence and in advising on practical solutions to situations that might arise.

·                      The matter will then be referred to the Complaints Panel for consideration.   The Panel will consist of 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.   Each of the Panel members shall be appointed by the Chairman of the LLP.   Linda Charlesworth on behalf of the Panel, will then acknowledge the complaint and schedule a hearing to take place as soon as practicable and within ten days.

·                      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 all parties not later than two days prior to the hearing.

·                      The parents may be accompanied to the hearing by one other person .   This may be a relative, teacher or friend.   Legal representation will not normally be appropriate.

·                      If possible, the Panel will resolve the parents’ complaint immediately without the need for further investigation.

·                      Where further investigation is required, the Panel will decide how it should be carried out.   After due consideration of all facts they consider relevant, the Panel will reach a decision and may make recommendations, which it shall complete within five days of the Hearing.   The Panel will write to the parents, electronically or otherwise, informing them of its decision and the reason for it.   The Panel’s findings, and, if any, recommendations will be sent in writing to the parents, the Head, the Chairman of the LLP and where relevant, the person complained of.   The school will deal with all complaints from “Formal Resolution” Stage 2, to the ultimate resolution within twenty-eight days.

Parents can be assured that all concerns and complaints will be treated seriously and confidentially.  

Complainants please note that any record of complaint will be kept by the school for three years.

Details for contacting the Independent Schools Inspectorate, and OFSTED (for EYFS pupils) to whom you may wish to make a complaint are as follows:

Correspondence, statements and records will be kept confidential except where the Secretary of State (DCFS) or a body conducting an inspection under section 162A of the 2002 Act, as amended, requests access to them.

Parents may request to be informed of the number of formal complaints registered at the school during the school year preceding their enquiry.

A record of the details of all complaints, at all stages, is kept as part of the School’s complaints procedure and this states whether the complaints were resolved at the preliminary stage or proceeded to a panel hearing.   There were no formal complaints to a panel during the school year 2008/09.