Seva Independent School

“Striving for Excellence”
​
part of the SEVA CARE GROUP  

COMPLAINTS

Our school aims to be fair, open and honest when dealing with any complaint. We consider all complaints fully and aim to resolve them dialogue and mutual understanding and, in all cases, we put the interests of the pupil above all other issues. Written records will be kept of all compliments and complaints and in the latter, we also record the stage at which they were resolved.
 
All correspondence, statements and records of complaints will be kept confidential.
 
The procedure is devised with the intention that it will:

• Usually be possible to resolve problems by informal means (before or at stage one of the procedures)
• Be simple to use and understand
• Treat complaints confidentially
• Allow problems to be handled swiftly
• Address all points causing concern
• Inform future practice so that the problem is unlikely to recur
• Reaffirm the partnership between families and staff as they work together for the good of the pupils in the school
• Ensure that the school’s attitude to a pupil would never be affected by a parental complaint
• Ensure that all staff have opportunities to discuss and understand the school’s response to concerns and complaints made by families or other persons
• Ensure that any person complained against has equal rights with the person making the complaint

OUR COMPLAINTS PROCEDURE

Stage 1: Informal Complaint
If you are concerned about anything at our schools you should, in the first instance, discuss the matter with your child’s teacher. 

Stage 2: Formal Complaint to a Member of Leadership
If you are still unhappy, ask for an appointment with one of the leaders within the school. 

Stage 3: Formal Complaint to the Head Teacher
If you are still unhappy, ask for an appointment with Noreen Rahman, the Head Teacher.

Stage 4: Only if the complaint is still unresolved should a formal complaint be made to the Schools governing body. This complaint must be made in writing, stating the nature of the complaint and how the school has handled it so far at stages 1, 2 and 3.

Stage 5: Formal Complaint to our Complaints Panel

TIMESCALES
 
Stage Timescale
 
1: Informal Complaint
 
Within 3 working days
 
2: Formal Complaint to a Member of Leadership
 
Acknowledged within 24 hours of receipt, with a response within 5
working days.
 
3: Formal Complaint to the Head Teacher
 
Acknowledged within 24 hours of receipt, with a response within 10
working days.
 
4: Formal Complaint to Chair of Governors
Acknowledged within 24 hours of receipt, with a response within 10 working days.
 
5: Formal Complaint to our Complaints Panel
 
Acknowledged within 24 hours of receipt, with a response within a working week. Hearing arranged within 20 working days, informing the complainant 5 working days prior

​For more information read our Complaints policy.

Policies

Complaints policy 2020

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