{ "url": "https://openlegislation.uk/education-independent-school-standards-england-regulations-2010/schedule-1/paragraph-25", "json_url": "https://openlegislation.uk/education-independent-school-standards-england-regulations-2010/schedule-1/paragraph-25.json", "legislation": "uksi/2010/1997", "legislation_title": "The Education (Independent School Standards) (England) Regulations 2010", "legislation_url": "https://openlegislation.uk/education-independent-school-standards-england-regulations-2010", "path": "schedule/1/paragraph/25", "kind": "paragraph", "number": "25", "heading": null, "text": "The standard about the manner in which complaints are handled is met if the proprietor ensures that a complaints procedure is drawn up and effectively implemented which deals with the handling of complaints from parents of pupils and which—\n(a) is in writing;\n(b) is made available to parents of pupils;\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 parent is not satisfied with the response to the complaint made in accordance with sub-paragraph (d), establishes a formal procedure for the complaint to be made in writing;\n(f) where the parent is not satisfied with the response to the complaint made in accordance with sub-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 panel member is independent of the management and running of the school;\n(h) allows for a parent 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 a copy of those findings and recommendations is—\n(i) sent by electronic mail or otherwise given to the complainant and, where relevant, the person complained about; and\n(ii) available for inspection on the school premises by the proprietor and the head teacher;\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 162A of the 2002 Act requests access to them; and\n(l) where the school provides accommodation, is drawn up having regard to Standard 5 of the National Minimum Standards for Boarding Schools or where applicable Standard 4 of the National Minimum Standards for Residential Special Schools.", "extent": "E+W", "status": null, "version": "current", "annotations": [ { "type": "I", "label": "I1", "text": "Sch. 1 para. 25 in force at 1.9.2010, see reg. 1(1)" } ], "outstanding_effects": [ { "type": "words substituted", "affecting": "uksi/2012/979", "affecting_title": "The Alternative Provision Academies and 16 to 19 Academies (Consequential Amendments to Subordinate Legislation) (England) Order 2012" }, { "type": "words substituted", "affecting": "uksi/2012/979", "affecting_title": "The Alternative Provision Academies and 16 to 19 Academies (Consequential Amendments to Subordinate Legislation) (England) Order 2012" }, { "type": "words substituted", "affecting": "uksi/2012/2962", "affecting_title": "The Education (Independent School Standards) (England) (Amendment) Regulations 2012" }, { "type": "words inserted", "affecting": "uksi/2012/2962", "affecting_title": "The Education (Independent School Standards) (England) (Amendment) Regulations 2012" }, { "type": "words substituted", "affecting": "uksi/2014/2103", "affecting_title": "The Special Educational Needs (Consequential Amendments to Subordinate Legislation) Order 2014" }, { "type": "words substituted", "affecting": "uksi/2014/2103", "affecting_title": "The Special Educational Needs (Consequential Amendments to Subordinate Legislation) Order 2014" }, { "type": "words substituted", "affecting": "uksi/2014/2103", "affecting_title": "The Special Educational Needs (Consequential Amendments to Subordinate Legislation) Order 2014" }, { "type": "words substituted", "affecting": "uksi/2014/2103", "affecting_title": "The Special Educational Needs (Consequential Amendments to Subordinate Legislation) Order 2014" }, { "type": "substituted", "affecting": "uksi/2014/2374", "affecting_title": "The Education (Independent School Standards) (England) (Amendment) Regulations 2014" }, { "type": "inserted", "affecting": "uksi/2012/2962", "affecting_title": "The Education (Independent School Standards) (England) (Amendment) Regulations 2012" }, { "type": "substituted", "affecting": "uksi/2012/2962", "affecting_title": "The Education (Independent School Standards) (England) (Amendment) Regulations 2012" }, { "type": "words substituted", "affecting": "uksi/2012/2962", "affecting_title": "The Education (Independent School Standards) (England) (Amendment) Regulations 2012" }, { "type": "substituted", "affecting": "uksi/2012/2962", "affecting_title": "The Education (Independent School Standards) (England) (Amendment) Regulations 2012" }, { "type": "omitted", "affecting": "uksi/2012/2962", "affecting_title": "The Education (Independent School Standards) (England) (Amendment) Regulations 2012" }, { "type": "words substituted", "affecting": "uksi/2012/2962", "affecting_title": "The Education (Independent School Standards) (England) (Amendment) Regulations 2012" }, { "type": "words inserted", "affecting": "uksi/2012/2962", "affecting_title": "The Education (Independent School Standards) (England) (Amendment) Regulations 2012" }, { "type": "substituted for Sch. 1 para. 23", "affecting": "uksi/2012/2962", "affecting_title": "The Education (Independent School Standards) (England) (Amendment) Regulations 2012" }, { "type": "word substituted", "affecting": "uksi/2012/2962", "affecting_title": "The Education (Independent School Standards) (England) (Amendment) Regulations 2012" }, { "type": "word substituted", "affecting": "uksi/2012/2962", "affecting_title": "The Education (Independent School Standards) (England) (Amendment) Regulations 2012" }, { "type": "word substituted", "affecting": "uksi/2012/2962", "affecting_title": "The Education (Independent School Standards) (England) (Amendment) Regulations 2012" }, { "type": "word substituted", "affecting": "uksi/2012/2962", "affecting_title": "The Education (Independent School Standards) (England) (Amendment) Regulations 2012" }, { "type": "words omitted", "affecting": "uksi/2012/2962", "affecting_title": "The Education (Independent School Standards) (England) (Amendment) Regulations 2012" }, { "type": "words inserted", "affecting": "uksi/2012/2962", "affecting_title": "The Education (Independent School Standards) (England) (Amendment) Regulations 2012" }, { "type": "words inserted", "affecting": "uksi/2012/2962", "affecting_title": "The Education (Independent School Standards) (England) (Amendment) Regulations 2012" }, { "type": "word substituted", "affecting": "uksi/2012/2962", "affecting_title": "The Education (Independent School Standards) (England) (Amendment) Regulations 2012" }, { "type": "words inserted", "affecting": "uksi/2012/2962", "affecting_title": "The Education (Independent School Standards) (England) (Amendment) Regulations 2012" }, { "type": "word substituted", "affecting": "uksi/2012/2962", "affecting_title": "The Education (Independent School Standards) (England) (Amendment) Regulations 2012" }, { "type": "words substituted", "affecting": "uksi/2012/2962", "affecting_title": "The Education (Independent School Standards) (England) (Amendment) Regulations 2012" }, { "type": "words substituted", "affecting": "uksi/2012/2962", "affecting_title": "The Education (Independent School Standards) (England) (Amendment) Regulations 2012" }, { "type": "omitted", "affecting": "uksi/2012/2962", "affecting_title": "The Education (Independent School Standards) (England) (Amendment) Regulations 2012" }, { "type": "words substituted", "affecting": "uksi/2014/2103", "affecting_title": "The Special Educational Needs (Consequential Amendments to Subordinate Legislation) Order 2014" }, { "type": "words substituted", "affecting": "uksi/2014/2103", "affecting_title": "The Special Educational Needs (Consequential Amendments to Subordinate Legislation) Order 2014" }, { "type": "words substituted", "affecting": "uksi/2014/2103", "affecting_title": "The Special Educational Needs (Consequential Amendments to Subordinate Legislation) Order 2014" } ], "provenance": { "source": "legislation.gov.uk", "source_url": "https://www.legislation.gov.uk/uksi/2010/1997/schedule/1/paragraph/25", "retrieved_at": "2026-10-29T02:34:27.126375+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." }