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Complaints procedure

South Lee has a long established reputation for the quality of the teaching and pastoral care provided to its pupils. However, should parents be dissatisfied, they can expect a complaint to be dealt with by the school in accordance with the following procedure.

Pupils:

Any boy or girl who feels that he/she is being dealt with unfairly should feel that they have the freedom to report to his/her pastoral tutor or any other member of staff (including visiting members of the clergy) in whom they have confidence, at the earliest opportunity.

If he/she feels that no one at the school is able to meet their needs, then they should discuss the problem with their parents, who are encouraged to take the matter up with the Head.

Parents:

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 child’s form teacher/tutor. In many cases, the matter will be quickly resolved to the parents’ satisfaction. If the teacher/tutor cannot resolve the matter alone, it may be necessary for him/her to consult a senior member of staff.
• Complaints made directly to a member of the management team will usually be referred to the relevant member of staff.
• The staff member concerned shall make a written record of all concerns and complaints and note the date on which they were received. Should the matter not be resolved within a reasonable time period, the 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 and having consulted relevant parties, the appropriate course of action to be taken.
• In most cases, the Head will speak with the parents concerned, as soon as is practicable, 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 informed. The Head will also give reasons for his/her decision.
• If parents are still not satisfied, they should proceed to ‘stage 3’ of this procedure.

Stage 3 – Panel Hearing

• Should parents seek to invoke stage 3 (following a failure to reach an earlier resolution), they will be referred to the Chairman of Governors, who shall establish a Complaints Panel.
• The Chairman will acknowledge the complaint and schedule a hearing to take place as soon as practicable.
• The matter will then be referred to the Complaints Panel for consideration. The panel should 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.
• Should the Panel deem 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 5 days prior to the hearing.
• One other person may accompany the parents to the hearing. 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.
• Should further investigation be required, the Panel will decide how it should be carried out. After due consideration of all the facts they consider relevant, the Panel will reach a decision and may make recommendations. The Panel will write to the parents informing them of its decision, stating the reasons behind the decision. The Panel’s findings and, if any, recommendations will be sent in writing to the parents, the Head, the Governors and, where relevant the person about whom the complaint has been made.

Parents can be assured that all concerns and complaints will be treated seriously and confidentially. Correspondence, statements and records will remain confidential except in so far as is required of the school by paragraph 6(2)(j) of the Education (Independent Schools Standards) Regulations 2003; where disclosure is required in the course of the school’s inspection; or where any other legal obligation prevails.