# The Independent School Standards (Wales) Regulations 2003, Paragraph 7: The manner in which complaints are to be handled


The manner in which the school handles complaints meets the standard if it has a complaints procedure which—
(a) is in writing;
(b) is available on request in appropriate format to pupils, to the parents of pupils and of prospective pupils at the school;
(c) sets out clear time scales for the management of a complaint;
(d) provides an opportunity for a complaint to be made and considered on an informal basis;
(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;
(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;
(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;
(h) allows for the parents to attend and to be accompanied at a panel hearing if they wish;
(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;
(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;
(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
(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.

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Source: https://www.legislation.gov.uk/wsi/2003/3234/schedule/paragraph/7 (the official version)
Page: https://openlegislation.uk/independent-school-standards-wales-regulations-2003/schedule/paragraph-7
Contains public sector information licensed under the Open Government Licence v3.0. Source: legislation.gov.uk, The National Archives.