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SEVEN ISLES INTERNATIONAL SCHOOL, MULUND EAST, MUMBAI

COMPLAINTS POLICY

Introduction

At Seven Isles International School, we endeavor to build constructive associations with all parents. Our aim is to deal with issues and complications before they become complaints. However, there is a clear protocol to follow, and its outcome is outlined in this document.

1. If parents are unhappy with the education their child is receiving or have any concerns related to the school, we encourage them to talk with their child’s class teacher immediately. There is no doubt that if a concern is shared with the class teacher, they can either reassure the worried parents or together devise steps to address their grievance. Parents should not hesitate to share their concerns with the class teacher. They will always be taken seriously, and due consideration will be given to derive a mutually agreeable resolution.

2. We assure you that we will always be unbiased, progressive, and authentic in dealing with any complaint and will endeavor to resolve grievances as swiftly as possible. Our focus will always be on the child and their comprehensive progress.

The Procedure Followed to Address Parents' Concerns

Stage 1: Informal Expression of Concern Made to the School

In the first instance, the matter should be discussed with the child’s class teacher. In our experience, most matters of concern can be resolved positively in this way, with apologies tendered where necessary. Members of the School’s Senior Leadership may be involved at this stage.

Stage 2: Discussion with the Year Group Leader

We expect most complaints to be resolved at this stage. However, if the matter has not been resolved and needs further investigation, parents must make an appointment with the Year Group Leader. The Year Group Leader will need time to fully investigate the matter and will respond within 7 school days.

Stage 3: Principal

Complaints rarely reach this formal level, but if necessary, you should make a formal complaint to the Principal.

Teacher

Complaints at this stage should be written and received within 10 school days, along with the Year Group leader’s feedback. Your letter should be addressed to the Head Teacher and marked "Private and Confidential." The letter should explain why you remain unhappy and what you wish to see happen. The Head Teacher will inform you about the resolution of your grievances. If a meeting with you and others involved is considered necessary, you will be given adequate notice to prepare. You will be informed about the outcome of the Principal’s investigation and decision, and further action will be taken, within 10 school days.

Stage 4: Trustee Members

You may take your complaint to the school Trustee within 6 months of the Head Teacher’s response. If the complaint is not resolved, and all the previous stages have been explored, a parent can readdress their grievance/s to the Trustees. A letter addressed to the Trustees, marked "Private and Confidential," can be left at the school office. If the Trustees find from your letter that the complaint warrants further investigation, they may ask you to explain your case in person before a specially appointed panel. However, it is also possible that, following investigation, they may make a decision without needing you to appear. A decision will be provided within 15 days where possible.

Stage 5: Further Reconsideration

If you remain dissatisfied, you may make further deliberations. You may approach the Secretary of State for Education or the *Ombudsman if you are unhappy with the process or outcome. This would normally only be appropriate if you believe that the school, the Governing body, and the LEA have acted illegally or arbitrarily. *Please note the Ombudsman does not investigate internal school management.

1. If parents have a complaint about the Head Teacher, they should first make an informal approach to the Trustees, who are obliged to investigate it. The Chair will do all they can to resolve the issue through a dialogue with the school, but if parents are unhappy with the outcome, they can make a formal complaint, as outlined above.

2. If, despite all the stages of this policy being followed, the complainant remains dissatisfied, they are not entitled to reopen the same issue. In such cases, the Chair of Governors will inform them in writing that the process has been exhausted, and that the matter is now closed.

3. If an anonymous complaint is received, it will not be investigated under this procedure unless there are exceptional circumstances, serious concerns such as child protection issues or bullying allegations, where the school might consider it appropriate to contact outside agencies.

6. Investigating Complaints

The person investigating the complaint will:

· Establish what has happened so far and who has been involved.

· Clarify the nature of the complaint and what remains unresolved.

· Meet with the complainant or contact them if further information is required.

· Clarify what the complainant feels would put things right.

· Conduct any interviews with an open mind and be prepared to persist in the questioning.

· Complete all the necessary notes.

7. Resolving Complaints

7.1 At each stage in the complaint, schools and complainant will want to keep in mind ways in which a complaint can be resolved. It might be sufficient to acknowledge that the complaint is valid, in whole or in part. 

In addition, it may be appropriate to offer one or more of the following:

· An apology.

· An admission that the situation could have been handled differently or better.

· An assurance that the event that was the basis of the complaint will not recur.

· An explanation of the steps that have been taken to ensure it does not happen again.

7.2 Details of any disciplinary procedures that have taken place as a result of the complaint will not be shared.

· An undertaking to review the school policy or procedure in light of the complaint.

· An explanation that there is insufficient evidence, and thus the complaint cannot be upheld.

· An explanation that, following investigation, the evidence does not substantiate the concern.

8. Monitoring and Review

The Trustees will monitor the complaints procedure to ensure that all complaints are handled properly. The Head Teacher will log all the stage 2 complaints received by the school and record how they were resolved. These will be reported as part of the Principal’s report to the Trustees. The Trustees of Seven Isles International School will review this policy as necessary.

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