Page 3 - Complaints Procedure for Parents of Students 2021 19th Jan 2021

be informed of the updated/reviewed policy and it will be made available to them in either hard copy or
electronic format.

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Signed Reviewed: 17 January 2021

Mr. Timothy Ralph Cooper Ms. Arwenun Klibua
Headmaster Executive Director (On behalf of the Board of Management)

This policy was last reviewed and agreed by the Board of Management of the school in January 2021
and will next be reviewed no later than January 2022 or earlier if significant changes to the systems and
arrangements take place, or if legislation, regulatory requirements or best practice guidelines so require.

Introduction
RBIS Bangkok prides itself on the quality of the teaching and pastoral care provided to all of its
students. The School's aims are concerned with meeting the needs of the students, parents and other
stakeholders. Constant communication and feedback are crucial in monitoring standards and
improving provision. Those who have complaints should feel these can be voiced and that they will be
taken seriously. There is no distinction in practice between a concern and a complaint; both terms
reflect an expression of dissatisfaction that requires a response from the school - either to explain its
position or to put right what may be wrong. We will seek to resolve complaints by informal means
wherever possible.
A complaint is likely to arise when there are issues of physical or emotional well-being and security at
stake, or when the school's stated aims or values are being ignored. A breach of the law will always
constitute a complaint. If parents do have a complaint, they can expect it to be treated by the School in
accordance with this procedure. Investigations will be thorough, fair and completed in a reasonable
time-frame. The complainant may not be entitled to all information regarding the investigation, but will
be kept informed of the process and of the decisions reached.

A complaint may be made by parents or students. The School also has a 'whistle blowing policy'

Where a complaint is made by a student particular attention will be paid to ensuring that the complaint
is either resolved to the complainant’s satisfaction, or with an otherwise appropriate outcome which
balances the rights and duties of students, without unreasonable delay. Students will never be
penalised for making a complaint in good faith (‘whistleblowing’).
The timescales indicated in the procedures below should allow for swift resolution of complaints. There
will be some circumstances in which the normal timescales are affected by issues that delay resolution;
namely school holidays and other factors. It is intended that all issues will be resolved within 28 days
of the first complaint being made.

Stage 1 - Informal Resolution (Who should you contact?)
• Complaints made directly to a member of the Senior Leadership Team will usually be referred
back to the class teacher or subject teacher unless the more senior member of staff deems it
appropriate for him/her to deal with the matter personally without it going through the normal
channels.

• The member of staff who is dealing with the matter will make a written record of all complaints
and the date on which they were received. Should the matter not be resolved within five working
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Rasami British International School is committed to safeguarding and promoting the welfare of students
and expects all staff and volunteers to share this commitment. It is our aim that all students fulfil their potential.