Page 5 - Complaints Procedure for Parents of Students 2021 19th Jan 2021

considered.” The panel members are appointed by the Executive Director acting as Proprietor.
The Executive Director will normally be a member of the panel. At least one panel member is
independent of the management and running of the school. The other two Panel members will
be Board of Management. Each of the Panel members shall be appointed by the Board of
Management. The Panel Convenor, on behalf of the Panel, will then acknowledge the complaint
and schedule a hearing to take place as soon as practicable and normally within 21 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 complainant(s) may be accompanied to the panel hearing if they wish.

• 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 findings and recommendations, within 5 working days of the Panel meeting.
• A copy of those findings and recommendations will be –
sent by electronic mail or otherwise given to the complainant and, where relevant, the person
complained about;
made available for inspection on the school premises by the Board of Management

• The complainant(s) will have the right of appeal to a higher authority, namely Ofsted or the
Independent Schools Inspectorate (ISI), whose contact details are given at the end of this policy.

Summary of Time Scales
During School Time:
• Stage 1 Informal resolution:
Resolved in five (5) working days or progress to Stage 2

• Stage 2 Formal resolution:
Response to parents within five (5) working days for meeting to resolve. If still unresolved or a further
investigation needed, a letter from the Headmaster will be received by the parents within twenty (20)
days of the initial meeting.

• Stage 3 Panel Hearing:
Complaint sent to the Complaints Panel within five (5) working days. The date of the hearing is to be
set normally no later than fourteen (14) days. Copies of the particulars of the complaint are supplied
to all parties not later than five (5) days prior to the hearing. If possible the parent’s complaint will be
resolved immediately. If further investigation is required, a decision will be sent within five (5) days of
the hearing.
During Holiday Periods
The complaint will normally be resolved within twenty eight (28) days of the lodging of the complaint to
its resolution whenever possible. Allowable exceptions to this rule are for instances when persons
involved in the complaint are unavailable during holiday periods. In this case the parents will be kept
informed. However, as far as possible, the meeting should not be delayed if the referral comes at the
end of term, especially at the end of the Summer Term. Since the aim of the procedure is to resolve the
issue and effect reconciliation if necessary, it will be best if the matter can come to the Panel as quickly

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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.