Paragraph 33

England and Wales

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)

provided 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 that are made in accordance with sub-paragraph (e) and—

(i)

whether they are resolved following a formal procedure, or proceed to a panel hearing; and

(ii)

action taken by the school as a result of those complaints (regardless of whether they are upheld); and

(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 109 of the 2008 Act requests access to them.