# The Education (Independent School Standards) (England) Regulations 2003, Paragraph 7: Manner in which complaints are to be handled


The manner in which a school handles complaints meets the standard if it has a complaints procedure which—
(a) is in writing;
(b) is available on request to parents of pupils and of prospective pupils at the school;
(c) sets out clear time scales for the management of a complaint;
(d) allows for a complaint to be made and considered initially on an informal basis;
(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;
(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;
(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;
(h) allows for parents to attend and be accompanied at a panel hearing if they wish;
(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;
(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;
(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
(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.

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Source: https://www.legislation.gov.uk/uksi/2003/1910/schedule/paragraph/7 (the official version)
Page: https://openlegislation.uk/education-independent-school-standards-england-regulations-2003/schedule/paragraph-7
Contains public sector information licensed under the Open Government Licence v3.0. Source: legislation.gov.uk, The National Archives.