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Complaints Procedure (including EYFS)

At Pennthorpe we take a pride in the quality of the teaching and pastoral care provided for our pupils. However, if parents do have a complaint, they can expect it to be treated by the school in accordance with the following procedure.

 

Stage 1: Internal resolution

 

  • It is hoped that most complaints and concerns will be resolved quickly and informally.
  • If parents have a complaint they should normally contact their son/daughter's Class Teacher or Form Tutor.  In many cases the matter will be resolved staight away by this means to the parents' satisfaction.  If the Class Teacher or Form Tutor cannot resolve the matter alone, it may be necessary for him/her to consult with the appropriate Head of Department or with a member of the Senior Management Team (eg Head of Pre-Prep, Deputy Head or Headmaster).
  • Complaints made directly to a member of the Senior Management Team will often be referred, in the first instance, to the relevant Class Teacher or Form Tutor, unless the member of the Senior Management Team concerned deems it appropriate to deal with the matter personally. 
  • The Class Teacher, Form Tutor or member of the Senior Management Team will make a written record of all concerns and complaints and the date on which they were received.  Should the matter not be resolved within an agreed timescale, or in the event that the Class Teacher, Form Tutor or member of the Senior Management Team and the parents fail to reach a satisfactory resolution, then parents will be advised to proceed with their complaint in accordance with Stage 2 of this procedure.

 

Stage 2: Formal Resolution

 

  • If the complaint cannot be resolved on an informal basis, then the parents should put their complaint in writing to the Headmaster.  The Headmaster will decide, after considering the complaint, the appropriate course of action to take.
  • In most cases, the Headmaster will wish to speak to the parents concerned, normally within three days of receiving the complaint, to discuss the matter.  If possible, a resolution will be reached at this stage.
  • It may be necessary for the Headmaster to carry out further investigations.
  • The Headmaster will keep brief written records of all meetings and interviews held in relation to the complaint.
  • Once the Headmaster is satisfied that, so far as is practicable, all the relevant facts have been established, a decsision will be made and parents will be informed of this decision, normally at a meeting with the Headmaster, with a subsequent confirmation in writing.  The Headmaster will give reasons for his decision.
  • If parents are still not satisfied with the decision, they should proceed to Stage 3 of this procedure.

 

Stage 3: Panel Hearing

 

  • If parents seek to invoke Stage 3 (following a failure to reach an earlier resolution), they will be referred to the Chair of Governors, who will contact the parents with a view to achieving, if possible, an acceptable resolution to the complaint.
  • Should this not be successful, then the Chairman of Governors will convene a meeting of a Complaints Panel for consideration of the complaint.  The Panel will consist of at least three persons not directly involved in the matters detailed in the complaint, two of whom shall be Pennthorpe Governors (but not the Chairman) and one of whom shall be independent of the management and running of the school.  The Chairman, on behalf of the Panel, will then acknowledge the complaint and schedule a hearing to take place as soon as practicable and normally within 15 working days.
  • If the Panel deems it necessary, it may require that further particulars of the complaint or any related matter be supplied in advance of the hearing.  Copies of such particulars shall be supplied to all parties not later than 5 days prior to the hearing.
  • The parents may be accompanied at the hearing by one other person.  This may be a relative, teacher or friend.  Legal representation will not normally be appropriate.
  • If possible, the Panel will resolve the parents' complaint immediately without the need for further investigation.
  • Where further investigation is required, the Panel will decide how it should be carried out.  After due consideration of all facts they consider relevant, the Panel will reach a decision and may make recommendations. which it shall complete within 10 working days of the hearing.  The Panel will write to the parents informing them of its decision and the reasons for it.  The decision of the Panel will be final.  The Panel's findings and, if any, recommendations will be sent in writing to the parents, the Headmaster, the Governors and, where relevant, the person who is the subject of the complaint. 

 

Parents can be assured that all concerns and complaints will be treated seriously and confidentially.  Correspondence, statements and records will be kept confidential except in so far as is required of the school by paragraph 6(2)(j) of the Education (Independent School Standards) Regulations 2003;  where disclosure is required in the course of the school's inspection; or where any other legal obligation prevails.