Page 4 - Complaints Procedure for Parents of Students 2021 19th Jan 2021

days or in the event that the member of staff 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. A note should be kept of the date a resolution was reached and the agreed
nature of this, to help prevent the process from drifting into a longer timeframe.

• Sometimes, parents will informally raise a concern with the Headmaster. As above, he may feel
that this should be referred back to the relevant class teacher or subject teacher or a member of
the senior management team. There will certainly be occasions when the Headmaster feels it is
appropriate to resolve the issue informally himself without the need for referral. This will still be
under the Stage 1 process of informal resolution. It is only when/if the parents are not satisfied
with the outcome that they should proceed to Stage 2 of this Procedure.
Stage 2 – Formal Resolution (What to do if you remain dissatisfied?)
• 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 meet or speak to the parents concerned, normally within five
(5) working 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, and he will inform the
complainants of this. These investigations should take no longer than seven (7) days in normal
term time.

• The Headmaster will keep 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 of the relevant facts have been
established, a decision will be made and parents will be informed of this decision in writing within
twenty (20) days of receiving the complaint at Stage 2, if possible. The Headmaster will also give
reasons for his decision. A note will also be kept of when a final outcome was reached.

• If parents are still not satisfied with the decision, they should proceed to Stage 3 of this
Procedure.

Stage 3 – Complaints Panel Hearing
• If parents seek to invoke Stage 3 (following a failure to reach an earlier resolution), they will be
referred to the Convenor, who will be appointed by the Board of Management to call hearings of
the Complaints Panel.

• Parents will be asked to provide the specifics of the complaint in writing

• The matter will then be referred to the Complaints Panel within five (5) working days of receiving
the complaint at Stage 3 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. The UK Department for Education has given the
following guidance on the identity of an independent panel member. “Our general view is that
people who have held a position of responsibility and are used to scrutinising evidence and putting
forward balanced arguments would be suitable. Examples of persons likely to be suitable are
serving or retired business people, civil servants, Principals or senior members of staff at other
schools, people with a legal background and retired members of the Police Force might be

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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.