Parent Complaints Policy

⚠️ LEGAL / GOVERNANCE CONTENT — REQUIRES REBUILD AND HUMAN SIGN-OFF — The source school's legal entity, ownership, parent bodies, fee and refund terms do not transfer. This document is a structural skeleton: every bracketed fact must be supplied and approved by Al Fajer Private School and its counsel before adoption.

DOCUMENT CONTROL

Table of Contents

1. Introduction
2. What Constitutes a Concern/Complaint?
3. The Three-Stage Procedure
4. Timeframe for Dealing with Concerns
5. Recording Complaints and Use of Personal Data

• Appendix: Parental Concerns/Complaints Procedure Summary

This policy should be read in conjunction with the Safeguarding & Child Protection Policy, which explains protecting children from maltreatment; preventing impairment of children's health or development; ensuring that children grow up in circumstances consistent with the provision of safe and effective care; and taking action to enable all children to have the best outcomes.

1. Introduction

1.1 Al Fajer Private School (AFS) prides itself on the quality of the teaching and pastoral care provided to its students. However, if parents do have a concern, they can expect it to be treated by the School in accordance with this procedure.

1.2 AFS makes its complaints procedure available to all parents of students and of prospective students on the School's website and in the school office during the school day, and AFS will ensure that parents of students and of prospective students who request it are made aware that this document is published or available, and the form in which it is published or available.

1.3 This procedure is not, however, available for use by prospective parents — it may only be used by parents of current students. Complaints by parents of former students will be dealt with under this complaints procedure only if the complaint was initially raised when the student to whom the complaint relates was still registered as a student at the School.

1.4 "Parent(s)" means the holder(s) of parental responsibility for a current student about whom the complaint relates.

1.5 The "School" means Al Fajer Private School.

2. What Constitutes a Concern/Complaint?

2.1 A concern is an expression of dissatisfaction with a real or perceived problem. It may be made about the School as a whole, about a specific area of school life, or about an individual member of staff, and any matter about which a parent is unhappy and seeks action by the School is within the scope of this policy.

2.2 A concern is likely to arise if a parent believes that the School has done something wrong, or failed to do something that it should have done, or acted unfairly.

2.3 A parental complaint is defined as a persistent concern raised by a parent that cannot be resolved at the informal stage — through the child's homeroom teacher or the relevant coordinator [NEEDS AFS INPUT: the coordinator/grade-level lead role in AFS's structure that handles escalated informal concerns] — and therefore requires the formal involvement of the Principal.

2.4 Parents can be assured that all concerns and complaints will be treated seriously and confidentially. The School is here for your child, and you can be assured that your child will not be penalized for a concern that you raise in good faith.

3. The Three-Stage Procedure

The graduated ladder below has been collapsed from the source school's larger staffing structure to AFS's scale (a single Principal-led primary school). All timeframes are proposals pending confirmation — see 4.4.

3.1 Pre-Stage — Informal Procedure

• 3.1.1 It is hoped that most concerns will be resolved quickly and informally.
• 3.1.2 If parents have a concern, they should normally contact their child's homeroom teacher. In many cases, the matter will be resolved straightaway by this means to the parents' satisfaction. If the homeroom teacher cannot resolve the matter alone, it may be necessary for them to consult with the relevant coordinator (see 2.3).
• 3.1.3 If a concern is about the homeroom teacher, an approach should be made to the relevant coordinator.
• 3.1.4 If the concern cannot be resolved by the homeroom teacher, it should be referred to the relevant coordinator, who will meet with all parties involved, take a written account of the concern, and inform all parties.
• 3.1.5 Concerns made directly to a more senior member of staff will usually be referred to the homeroom teacher or the relevant coordinator, unless it is deemed appropriate to deal with the matter personally.
• 3.1.6 Should the matter not be resolved within 10 working days, or in the event that the person dealing with the concern fails to reach a satisfactory resolution, parents will be advised to proceed with their concern in accordance with Stage 1 of this procedure.
• 3.1.7 If, however, the concern is about a senior member of staff, parents should raise it directly with the Principal under Stage 1.

3.2 Stage 1 — Formal Procedure — the Principal

• 3.2.1 If the complaint cannot be resolved on an informal basis, the parents should put their complaint in writing to the Principal.
• 3.2.2 The Principal will decide, after considering the complaint, the appropriate course of action to take.
• 3.2.3 In most cases, the Principal will contact the parents concerned as soon as possible, and normally within 5 working days of receiving the complaint, to discuss the matter. If possible, a resolution will be reached at this stage.
• 3.2.4 It may be necessary for the Principal, or their nominee, to carry out further investigations.
• 3.2.5 The Principal will keep written records of all meetings and interviews held in relation to the complaint.
• 3.2.6 Once the Principal is satisfied that, so far as is practicable, all of the relevant facts have been established, a decision will be made, and parents will be informed of this decision. The Principal will also give reasons for the decision.
• 3.2.7 If the complaint is against the Principal, the complaint should be made directly under Stage 2.

3.3 Stage 2 — [NEEDS AFS INPUT: AFS's governance/appeal body above the Principal]

• 3.3.1 If parents are still not satisfied with the decision, they should proceed to Stage 2 of this procedure within fourteen days by contacting [NEEDS AFS INPUT: AFS's Stage 2 complaints contact — the escalation channel (email address/office) for complaints above the Principal; the source school's escalation mailbox has not been carried over].
• 3.3.2 The Stage 2 reviewer will decide, after considering the complaint, the appropriate course of action to take.
• 3.3.3 In most cases, the Stage 2 reviewer will contact the parents concerned as soon as possible, and normally within 5 working days of receiving the complaint, to discuss the matter. If possible, a resolution will be reached at this stage.
• 3.3.4 It may be necessary for the Stage 2 reviewer, or their nominee, to carry out further investigations.
• 3.3.5 Once the Stage 2 reviewer is satisfied that, so far as is practicable, all of the relevant facts have been established, a decision will be made, and parents will be informed of this decision.

3.4 Stage 3 — Independent Panel

The panel mechanism below is retained from the source policy as a proposal. [NEEDS AFS INPUT: confirm the panel's composition, who convenes it, and how independent members are sourced]

• 3.4.1 If parents are still not satisfied with the decision, they should proceed to Stage 3 of this procedure within fourteen calendar days.
• 3.4.2 If parents seek to invoke Stage 3 (following a failure to reach an earlier resolution), they must put their request in writing to [NEEDS AFS INPUT: the office/role that convenes the complaints panel], who will call a panel hearing.
• 3.4.3 The matter will then be referred to the complaints panel for consideration. The panel will consist of three persons not directly involved in the matters detailed in the complaint, one of whom shall be independent of the management and running of the School.
• 3.4.4 The chair of the complaints panel will acknowledge the complaint and schedule a hearing to take place within 10 working days.
• 3.4.5 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 five working days prior to the hearing.
• 3.4.6 The parents/guardians may be accompanied to the hearing by one other adult person. This may be an adult relative (18+), a teacher, or a friend. Legal representation will not be appropriate. This person may accompany, but not represent or speak in, the hearing.
• 3.4.7 If possible, the panel will resolve the parents'/guardians' complaint immediately, without the need for further investigation. Where further investigation is required, the panel will decide how it should be carried out and by whom.
• 3.4.8 After due consideration of all the facts they consider relevant, the panel will make a finding and may make recommendations.
• 3.4.9 The panel will write to the parents informing them of its decision and the reasons for it, within 10 working days of the hearing (although additional time may be required if it is necessary to carry out further investigations following the hearing). The decision of the panel will be final.
• 3.4.10 A copy of the panel's findings and recommendations (if any) will be sent by email to the complainant and, where relevant, the person complained about, as well as to [NEEDS AFS INPUT: the chair of AFS's governing body] and the Principal. A copy of the panel's findings and recommendations (if any) will also be available for inspection on the School premises by the same persons.

4. Timeframe for Dealing with Concerns

4.1 All concerns will be handled seriously and sensitively.

4.2 They will be acknowledged within five working days if received during term time, and as soon as practicable during holiday periods.

4.3 It is in everyone's interest to resolve a complaint as speedily as possible: the School's target is to complete the first two stages of the procedure within 28 working days if the complaint is lodged during term time, and as soon as practicable during holiday periods.

4.4 [NEEDS AFS INPUT: confirm all timeframes in this policy — the working-day targets in Sections 3 and 4 are carried from the source policy as proposals. Working days at AFS are Sunday – Thursday.]

5. Recording Complaints and Use of Personal Data

5.1 Following resolution of a complaint, the School will keep a written record of all formal complaints.

5.2 All correspondence, statements, and records relating to complaints will be kept confidential, except in cases where legal requirements permit access.

5.3 When dealing with complaints, the School may process a range of information, which is likely to include the following:

• 5.3.1 Date when the issue was raised
• 5.3.2 Name of parent
• 5.3.3 Name of student
• 5.3.4 Description of the issue
• 5.3.5 Records of all the investigations (if appropriate)
• 5.3.6 Witness statements (if appropriate)
• 5.3.7 Name of member(s) of staff handling the issue
• 5.3.8 Copies of all correspondence on the issue (including emails and records of phone conversations)

Appendix: AFS Parental Concerns/Complaints Procedure Summary