Complaints Procedure

Glendower School has long prided itself on the quality of the teaching and pastoral care provided to its pupils. However, if parents do have a complaint they can expect it to be treated by the School in accordance with this Procedure. This Procedure applies to the whole school including those children in the EYFS setting.

Stage 1 - Informal Resolution

  • It is hoped that most complaints and concerns will be resolved quickly and informally.

  • If parents have a complaint they should normally contact their daughter's Form teacher. In many cases the matter will be resolved straightaway by this means to the parent's satisfaction. If the Form teacher cannot resolve the matter alone it may be necessary for him/her to consult the head of department.

  • Complaints made directly to the head of department will usually be referred to the relevant Form teacher, unless the head of department deems it appropriate for him/her to deal with the matter personally.

  • The Form teacher will make a written record of all concerns and complaints and the date on which they were received. Should the matter not be resolved within 7 days or in the event that the Form teacher and the parentfail to reach a satisfactory resolution then parents will be advised to proceed with their complaint in accordance with stage 2 of this Procedure.

Stage 2 - Formal Resolution

  • If the complaint cannot be resolved on an informal basis, then the parents should put their complaint in writing to the Head. The Head will decide, after considering the complaint, on the appropriate course of action to take.
  • In most cases, the Head will meet or speak to the parents concerned, normally within 7 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 Head to carry out further investigations.
  • The Head will keep written records of all meetings and interviews held in relation to the complaint.
  • Once the Head is satisfied that, so far as is practicable, all of the relevant facts have been established, a decision will be made and the parents will be informed of this decision in writing. The Head will also give reasons for his/her decision.
  • If parents are still not satisfied with the decision, they should proceed to Stage 3 of this Procedure.

Stage 3 - Panel Hearing

  • This is defined as a formal complaint.  If parents seek to invoke Stage 3 (following a failure to reach an earlier resolution) they will be referred to Ms Claire Ladsky who has been nominated by the Governors to call hearings of the Complaints Panel.
  • The matter will then be referred to the Complaints Panel for consideration. The Panel will consist of at least 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. This is Father John Fordham, the Priest at the Brompton Oratory. Each of the Panel members shall be appointed by the Board of Governors.A 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 14 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 four days prior to the hearing.
  • The parents may be accompanied to the hearing by one other person. This may be a relative, teacher or friend. Legal representation will not normally be appropriate.
  • 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 recommendations, which it shall complete within 10 days of the Hearing. The Panel will write to the parents informing them of its decision and the reasons for it. The decision of the Panel will be final. The Panel's findings and, if any, recommendations will be sent in writing to the parents, the Head, the Governors and, where relevant, the person complained of.
A written record will be kept of all companies stating whether they are resolved at the preliminary stage or whether they proceed to a panel hearing. This record will be kept for a minimum of three years.

Parents can be assured that all concerns and complaints will be treated seriously and confidentially. Correspondence, statements and records will be kept confidential except where disclosure is required in the course of the school's inspection; or where any other legal obligation prevails.  The school will resolve any complaint within a period of 28 working days from the time of the first lodging of the complaint.

Parents of children in the EYFS setting have the additional option of making a complaint to OFSTED on 08456 014772 or at Royal Exchange Buildings, St. Anne's Square, Manchester M2 7LA

Any parent is entitled to make a complaint to the Indepenent Schools Inspectorate at CAP House, 9-12 Long Lane, London, EC1A 9HA