{
  "url": "https://openlegislation.uk/education-independent-school-standards-england-regulations-2003/schedule/paragraph-7",
  "json_url": "https://openlegislation.uk/education-independent-school-standards-england-regulations-2003/schedule/paragraph-7.json",
  "legislation": "uksi/2003/1910",
  "legislation_title": "The Education (Independent School Standards) (England) Regulations 2003",
  "legislation_url": "https://openlegislation.uk/education-independent-school-standards-england-regulations-2003",
  "path": "schedule/paragraph/7",
  "kind": "paragraph",
  "number": "7",
  "heading": "Manner in which complaints are to be handled",
  "text": "The manner in which a school handles complaints meets the standard if it has a complaints procedure which—\n(a) is in writing;\n(b) is available on request to parents of pupils and of prospective pupils at the school;\n(c) sets out clear time scales for the management of a complaint;\n(d) allows for a complaint to be made and considered initially on an informal basis;\n(e) where the parents are not satisfied with the response to the complaint made in accordance with paragraph (d), establishes a procedure for the complaint to be made in writing;\n(f) where the parents are not satisfied with the response to the complaint made in accordance with paragraph (e), makes provision for a hearing before a panel appointed by or on behalf of the proprietor and consisting of at least three people who were not directly involved in the matters detailed in the complaint;\n(g) ensures that, where there is a panel hearing of a complaint, one person will be independent of the management and running of the school;\n(h) allows for parents to attend and be accompanied at a panel hearing if they wish;\n(i) provides for the panel to make findings and recommendations and stipulates that the complainant, proprietor and head teacher, and where relevant the person complained about, are given a copy of any findings and recommendations;\n(j) provides for a written record to be kept of all complaints, and of whether they are resolved at the preliminary stage or proceed to a panel hearing;\n(k) provides that correspondence, statements and records relating to individual complaints are to be kept confidential except where the Secretary of State or a body conducting an inspection under section 163 of the 2002 Act requests access to them; and\n(l) where the school provides accommodation, complies with Standard 5 of the National Minimum Standards for Boarding Schools or where applicable Standards 4 and 5 of the National Minimum Standards for Residential Special Schools.",
  "extent": null,
  "status": null,
  "version": "current",
  "annotations": [],
  "outstanding_effects": [
    {
      "type": "words substituted",
      "affecting": "uksi/2004/3168",
      "affecting_title": "The Fire and Rescue Services Act 2004 (Consequential Amendments) (England) Order 2004"
    },
    {
      "type": "words inserted",
      "affecting": "uksi/2009/1924",
      "affecting_title": "The Education (Miscellaneous Amendments relating to Safeguarding Children) (England) Regulations 2009"
    },
    {
      "type": "words substituted",
      "affecting": "uksi/2009/1924",
      "affecting_title": "The Education (Miscellaneous Amendments relating to Safeguarding Children) (England) Regulations 2009"
    },
    {
      "type": "words inserted",
      "affecting": "uksi/2009/1924",
      "affecting_title": "The Education (Miscellaneous Amendments relating to Safeguarding Children) (England) Regulations 2009"
    }
  ],
  "provenance": {
    "source": "legislation.gov.uk",
    "source_url": "https://www.legislation.gov.uk/uksi/2003/1910/schedule/paragraph/7",
    "retrieved_at": "2026-10-29T06:14:32.266002+00:00"
  },
  "licence": "Open Government Licence v3.0",
  "licence_url": "https://www.nationalarchives.gov.uk/doc/open-government-licence/version/3/",
  "attribution": "Contains public sector information licensed under the Open Government Licence v3.0. Source: legislation.gov.uk, The National Archives."
}