# The Education (Independent School Standards) (England) Regulations 2010, Paragraph 25

Extent: E+W

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—
(a) is in writing;
(b) is made available to parents of pupils;
(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 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;
(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;
(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;
(h) allows for a parent 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 a copy of those findings and recommendations is—
(i) sent by electronic mail or otherwise given to the complainant and, where relevant, the person complained about; and
(ii) available for inspection on the school premises by the proprietor and the head teacher;
(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 162A of the 2002 Act requests access to them; and
(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.

---
Source: https://www.legislation.gov.uk/uksi/2010/1997/schedule/1/paragraph/25 (the official version)
Page: https://openlegislation.uk/education-independent-school-standards-england-regulations-2010/schedule-1/paragraph-25
Contains public sector information licensed under the Open Government Licence v3.0. Source: legislation.gov.uk, The National Archives.