Complaints

The Royal Grammar School sets great store by the quality of teaching and pastoral care offered to its pupils. Any issues raised by parents will be addressed in an open and transparent way designed to enhance the standard of educational experience of the pupils. The School undertakes to treat concerns in a constructive and positive manner.

(a) Informal Approach

It is expected that most concerns will be resolved quickly and informally. If parents are concerned or unhappy about some matter, they should normally contact their son or daughter’s form tutor. In many cases the matter will be resolved very quickly by this means to the parents’ satisfaction. If the form tutor cannot resolve the matter alone, it may be necessary for the tutor to consult a head of department or head of section. They will attempt to deal with the concern, possibly involving a deputy head, with the aim of providing a response as quickly as possible consistent with undertaking a full investigation.

(b) Formal Approach

If a concern or a complaint cannot be resolved on an informal basis, then the parents should bring it to the attention of the Headmaster in writing. Letters will be acknowledged immediately and a date given by which the decision will be explained to the parents. This may require further investigation by the Headmaster. If the complaint refers to a member of staff, this will normally be discussed with them. The headmaster will then aim to meet with the parents, if appropriate, to present his decision and the reasons for it. In every case, written confirmation of the decision and reasons will be sent to the parents.

(c) Appeals Procedure

If parents wish to appeal against the Headmaster’s decision, they will be invited to write to the Chairman of Governors, who will convene a meeting of a Conciliation Committee. The Committee will consist of at least three people not directly involved in the matters detailed in the complaint, one of whom will be independent of the management and running of the School. Members of the Committee will be appointed by the Board of Governors or by the Chairman on its behalf. The chairman will acknowledge the complaint and schedule a meeting to take place as soon as practicable and normally within 21 days.

If the Committee 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 7 days before the hearing. The parents may be accompanied to the hearing by a relative, teacher or friend. Legal representation will not normally be appropriate.

After consideration of all the facts they consider relevant, the Committee will reach a decision and may make recommendations, which it shall complete within 14 days of the meeting. The Committee will write to the parents informing them of its decision and the reasons for it. The decision of the Committee will be final. The findings and recommendations, if any, will be sent in writing to the parents, Headmaster, the Governors and, where relevant, the person complained of.

Notes:

Records: The School will keep a brief record of complaints and other parental concerns raised formally. These will include a brief statement of the issue and outcome.
Confidentiality: Parents can be assured that all concerns and complaints will be treated seriously and confidentially, subject to the necessary consultation outlined in (b). Correspondence, statements and records will be kept confidential except in so far as is required by paragraph 6(2)(j) of the Education (Independent Schools Standards) Regulations 2003, where disclosure is required in the course of the School’s inspection or where any other legal obligation prevails.
This policy was approved by Governors in December 2003.