RISE’s goal is to encourage positive relationships between all stakeholders in the school community as students benefit when the relationship between home and school is a positive one. Therefore, from time to time, issues may arise that parents may wish to raise with the school. RISE will treat such complaints seriously, carrying out an investigation and reporting back within a reasonable time frame.
This policy aims at providing a framework intended to facilitate this process and ensure positive outcomes and the resolution of particular problems.
Positive, mutually respectful communication constitutes a cornerstone of the school’s community. As such, all stakeholders are expected to uphold high standards of communication in a way that does not disrespect and/or cause distress to another member of the community.
All teachers, administrators and TC members are aware of this protocol and operate within it.
Parents and prospective parents are provided with this procedure via the Student-Parent Handbooks and the school’s website.
2. Complaints Procedures
At RISE we believe that there should be frequent two- way communication between home and school so that issues may be dealt with before they affect the child’s progress. We encourage active and ongoing communication with parents to welcome any views, ideas, suggestions and/or concerns.
Accordingly, we have provided several channels of communication to make this possible. Depending on the matter, kindly find below, the procedures to follow:
2.1 Stage 1 – Informal Resolution
2.1.1 It is hoped that most complaints or concerns can be resolved quickly and informally. At all times, staff will listen carefully and patiently to you. In doing so they will recognise that the issue is of concern to the parent or pupil.
2.1.2 If parents have a complaint they should, in the first instance, normally contact their daughter’s/son’s class/subject teacher. It is the School’s policy to aim to respond to the verbal complaint within two working days although it is possible that investigating and resolving the issue may not be possible within this timeframe.
Daily communication can be made directly with the pupil’s teacher via the Communication Booklet or email.
However, this booklet/email is not the place to carry out a difficult conversation. Please keep in mind that the students also have access to them. Therefore, a face-to-face meeting is usually the best way to deal with any difficulties.
Most matters of concern can be dealt with in this way. All teachers work very hard to ensure that each child is happy at school and making good progress.
2.1.3 In many cases the matter will be resolved straightaway to the parents’ satisfaction. If the teacher cannot resolve the matter alone, it may be necessary for him/her to consult the relevant Head of Year/Head of Key Stage/Assistant Head/Deputy Head or Principal.
2.1.4 If parents have a complaint about a member of staff they should, in the first instance, approach the Head of Department/Subject Coordinator if it relates to an academic matter or the relevant Head of Year/Key Stage Coordinator if it relates to a personal matter. If the concern/complaint is about one of the latter then contact should be made with the Head of Primary School or Senior School.
Concerns of a Safeguarding nature should be referred directly to the School Principal.
2.1.5 Complaints made directly to a School Principal will usually be referred to the relevant staff member unless s/he deems it appropriate to deal with the matter personally.
2.1.6 The Class teacher will make a written record of all concerns and complaints and the date on which they were received. This will be passed to the respective Principal. Should the matter not be resolved within seven working days, or in the event that the teacher and the parent fail to reach a satisfactory resolution, then parents will be advised to proceed with their complaint in writing in accordance with Stage 2 of this procedure.
2.2 Stage 2 – Formal Complaint Resolution
2.2.1 If the complaint cannot be resolved on an informal basis, then the parents should put their complaint in writing to the relevant Principal, using the Formal School Complaint Form (Appendix 1). The Principal will decide, after considering the complaint, the appropriate course of action to take. At this stage, the complaint will be officially registered, in addition to further written records being made.
2.2.2 In most cases, the Principal will meet the parents concerned, normally within seven working days from receiving the complaint, to discuss the matter. If possible, a resolution will be reached at this stage. It may be necessary, however, for the Principal to carry out further investigations.
2.2.3 The Principal will keep written records of all meetings and interviews held in relation to the complaint.
2.2.4 Once the Principal is satisfied, a decision will be made and parents will be informed
of this decision and the reasons for his/her decision.
2.2.5 In the unlikely event that parents are not satisfied with the decision, it can be referred to the Director – Stage 3.
2.3 Stage 3 – Referral to the Director
2.3.1 If the complaint cannot be resolved under Stages 1 and 2, then the parents should put their complaint in writing to the Director (using the Formal School Complaint form).
2.3.2 The Director will decide, after consulting with the relevant Principal, the appropriate course of action to take.
2.3.3 In most cases the Director will meet the parents concerned, normally within seven working days of receiving the complaint, to discuss the matter. If possible, a resolution will be reached at this stage.
2.3.4 The Director will keep written records of all meetings and interviews held in relation to the complaint.
2.3.5 Once the Director is satisfied that and relevant facts have been established, a
decision will be made and parents will be informed of this decision.
Parents can be assured that all concerns and complaints will be treated seriously and confidentially. Correspondence, statements and records will be kept confidential.