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Concerns and Complaints Policy

Purpose

To help the Board, parents, staff and pupils manage potentially difficult situations effectively and to the benefit of the school and pupils through a clear understanding of procedures to be followed in such situations.

Policy

Complaints

a. In all cases concerns or queries should be raised directly with the person concerned if at all possible.

b. If issues remain unresolved then the matter should be raised with the principal directly and immediately

c. If the matter is still unresolved a written complaint must be submitted to the Board Chairperson.

d. Within five working days the Board Chairperson will acknowledge receipt of the complaint. A copy of the Concerns and Complaints Procedure will also be sent.

e. Upon receipt of the letter the Board Chairperson will decide on what further action to take bearing in mind:

  1. the need to deal with the matter in a way most likely to lead to an outcome fair and acceptable to all parties concerned.
  2. the need to inform the Board of matters for which it has direct responsibility
  3. the need to see school management matters wherever possible resolved within the school.
  4. At the conclusion of the investigation the complainant will be advised in writing of the outcome.

Communications with the media

a. on matters relating to school governance will be by or with the specific approval of the Board Chairperson.

b. on matters related to the day-to-day management of the school will be by, or with, the specific approval of the principal.

Review schedule:  Triennially

GILMOUR HOUSE

Complaints about:

Non-compliance with these regulations or conditions of the licence

Complaint needs to be:

In writing

Procedure for resolving complaints

Within 5 working days:

The Principal in the first instance, or the chairperson of the Board of Proprietors will

  • send an acknowledgement letter of receipt to the complainant
  • inform the complainant of any relevant internal complaint procedures
  • send a copy of all information that is or may be relevant to the complainant

Within 10 working days after acknowledging receipt of the complaint:

The Principal in the first instance, or the chairperson of the Board of Proprietors will

  • Decide that the complaint is or is not justified or
  • Decide that additional time is needed to investigate the complaint, determine how much additional time is needed and decide as soon as practicable whether the complaint is justified. If the additional time required to investigate the complaint is more than 20 working days, the Principal in the first instance, or the chairperson of the Board of Proprietors must inform the complainant as soon as practicable of the fact of, and reasons for, the determination and that the owner is required to decide as soon as practicable whether the complaint is justified.

After making a decision:

The Principal in the first instance, or the chairperson of the Board of Proprietors must inform the complainant of

  • The reasons for the decision that the complaint is or is not justified
  • Any actions proposed
  • Any procedure in place to enable consideration of an appeal by the complainant against the decision on the complaint
  • The role of any relevant external agency that may be available to assist the complainant or to investigate the complaint if it is not resolved to the complainant’s satisfaction