{
  "url": "https://openlegislation.uk/independent-school-standards-wales-regulations-2003/schedule/paragraph-7",
  "json_url": "https://openlegislation.uk/independent-school-standards-wales-regulations-2003/schedule/paragraph-7.json",
  "legislation": "wsi/2003/3234",
  "legislation_title": "The Independent School Standards (Wales) Regulations 2003",
  "legislation_url": "https://openlegislation.uk/independent-school-standards-wales-regulations-2003",
  "path": "schedule/paragraph/7",
  "kind": "paragraph",
  "number": "7",
  "heading": "The manner in which complaints are to be handled",
  "text": "The manner in which the school handles complaints meets the standard if it has a complaints procedure which—\n(a) is in writing;\n(b) is available on request in appropriate format to pupils, to the parents of pupils and of prospective pupils at the school;\n(c) sets out clear time scales for the management of a complaint;\n(d) provides an opportunity for a complaint to be made and considered on an informal basis;\n(e) where the parents are not satisfied with the response made in accordance with paragraph (d) or wish to pursue a formal complaint establishes a procedure for the complaint to be made in writing;\n(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;\n(g) stipulates that, where there is a panel hearing of a complaint, one person will be independent of the management and running of the school;\n(h) allows for the parents to attend and to be accompanied at a panel hearing if they wish;\n(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 each given a copy of any findings and recommendations;\n(j) provides for written records to be kept of all complaints, including whether they are resolved at the preliminary stage or proceed to a panel hearing;\n(k) provides that, subject to paragraph 6(2)(j) of this Schedule, correspondence, statements and records of complaints are to be kept confidential except where the National Assembly or a body conducting an inspection under section 163 of the 2002 Act requests access to any documents relating to the complaint; and\n(l) where the school provides boarding accommodation, complies with Standard 5 of the National Minimum Standards for Boarding Schools 2003 or, where applicable, Standard 4 of the National Minimum Standards for Residential Special Schools 2003.",
  "extent": null,
  "status": null,
  "version": "current",
  "annotations": [],
  "outstanding_effects": [
    {
      "type": "words substituted",
      "affecting": "wsi/2005/2929",
      "affecting_title": "The Fire and Rescue Services Act 2004 (Consequential Amendments) (Wales) Order 2005"
    },
    {
      "type": "word inserted",
      "affecting": "wsi/2007/947",
      "affecting_title": "The Independent Schools (Miscellaneous Amendments) (Wales) Regulations 2007"
    },
    {
      "type": "substituted for Sch. para. 4(a)(b)",
      "affecting": "wsi/2007/947",
      "affecting_title": "The Independent Schools (Miscellaneous Amendments) (Wales) Regulations 2007"
    },
    {
      "type": "inserted",
      "affecting": "wsi/2007/947",
      "affecting_title": "The Independent Schools (Miscellaneous Amendments) (Wales) Regulations 2007"
    },
    {
      "type": "words inserted",
      "affecting": "wsi/2007/947",
      "affecting_title": "The Independent Schools (Miscellaneous Amendments) (Wales) Regulations 2007"
    },
    {
      "type": "words inserted",
      "affecting": "wsi/2007/947",
      "affecting_title": "The Independent Schools (Miscellaneous Amendments) (Wales) Regulations 2007"
    },
    {
      "type": "words inserted",
      "affecting": "wsi/2009/2544",
      "affecting_title": "The Education (Miscellaneous Amendments relating to Safeguarding Children) (Wales) Regulations 2009"
    }
  ],
  "provenance": {
    "source": "legislation.gov.uk",
    "source_url": "https://www.legislation.gov.uk/wsi/2003/3234/schedule/paragraph/7",
    "retrieved_at": "2026-10-29T00:09:47.829052+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."
}