{
  "url": "https://openlegislation.uk/education-independent-school-standards-regulations-2014/schedule/paragraph-33",
  "json_url": "https://openlegislation.uk/education-independent-school-standards-regulations-2014/schedule/paragraph-33.json",
  "legislation": "uksi/2014/3283",
  "legislation_title": "The Education (Independent School Standards) Regulations 2014",
  "legislation_url": "https://openlegislation.uk/education-independent-school-standards-regulations-2014",
  "path": "schedule/paragraph/33",
  "kind": "paragraph",
  "number": "33",
  "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) provided 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 that are made in accordance with sub-paragraph (e) and—\n(i) whether they are resolved following a formal procedure, or proceed to a panel hearing; and\n(ii) action taken by the school as a result of those complaints (regardless of whether they are upheld); and\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 109 of the 2008 Act requests access to them.",
  "extent": "E+W",
  "status": null,
  "version": "current",
  "annotations": [],
  "outstanding_effects": [],
  "provenance": {
    "source": "legislation.gov.uk",
    "source_url": "https://www.legislation.gov.uk/uksi/2014/3283/schedule/paragraph/33",
    "retrieved_at": "2026-10-28T23:53:52.174724+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."
}