Page 6 - Complaints Procedure for Parents of Students 2021 19th Jan 2021

as possible, especially if the parents will already have been engaged over a longer period in attempts to
put things right.

Confidentiality
Parents can be assured that all complaints will be treated seriously and confidentially. In the UK context
correspondence, statements and records relating to individual complaints are to be kept confidential
except where the UK Secretary of State or a body conducting an inspection under section 109 of the
2008 Act requests access to them; or where any other legal obligation prevails.

Written records and retention
A written record is kept of all complaints that reach the formal stage (stage 2 above), and of whether
they are resolved at that stage or proceed to a panel. A record will also be kept of what action is taken
by the school as a result of those complaints (regardless of whether they are upheld) and the date on
which a final outcome was reached. All records of complaints will be kept for a minimum of three years.
Parents may request to know the number of complaints made during the previous academic year.

Parents may ask the Headmaster for the number of complaints received at the formal and panel stage
during the preceding academic year.
Child Protection
For any complaint that involves a potential child protection issue, this must be reported immediately to
the Headmaster (See our Child Protection Policy for details of the procedure).

Complaints from External Bodies
Complaints from the public about the behaviour of an individual or group of students will be dealt with
on a general basis.

Appendix A – Appropriate Channels for Complaints

Topic of Complaint Appropriate Channels
Specific to your child From the class teacher to the Headmaster
General suggestion to the School To the Headmaster
General complaint to teacher From the teacher to the Headmaster
Pastoral complaint From the teacher to the Headmaster
Financial complaint To the Headmaster

Appendix B – Summary of Complaints Procedures

Concern Please do raise these with the school so that they can be resolved as quickly
as possible
Informal Complaint Significant or persistent concerns should be discussed with those involved. It
is hoped that most problems can be dealt with in this way
Formal Complaint A formal complaint is one made in writing and addressed directly to the
Headmaster
Appeals Where the complaint is not satisfied with the response to their written
complaint, the Executive Director will make provision for a hearing before a
panel of at least three people who are not directly involved in the matters
detailed in the complaint

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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.