Charis International School

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Complaints Procedure

 

CIS aims to ensure that all parents are aware of this policy through reminders in newsletters and publication on the School’s website.


Introduction:


CIS prides itself on the quality of the education and pastoral care provided to its students; however we do welcome constructive suggestions and comments from parents and take seriously complaints and concerns which they may raise. The notes that follow describe the policy and show how to use our complaints procedure.

Stage 1 – Informal Resolution

• It is hoped that most complaints and concerns will be resolved quickly and informally, without recourse to formal channels.

• If parents have a complaint, they should normally contact their son or daughter’s teacher or Form Tutor. In many cases, the matter will be resolved straightaway by this means to the parents’ satisfaction. If the teacher or Form Tutor cannot resolve the matter alone, it may be necessary for the parent to consult the relevant members of staff, including the Lead Tutor/Head of Faculty/Vice Principal.

• Complaints made directly to a Lead Tutor, Head of Faculty or Vice Principal will usually be referred to the relevant member of staff unless the Lead Tutor, Head of Faculty or Vice Principal deems it appropriate to deal with the matter personally.

• A brief written record of all concerns and complaints and the date on which they were received will be made on the form provided for the purpose. Records will note whether the complaint was resolved or whether it was referred on to the next stage. Should the matter not be resolved within five working 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.

• Correspondence, statements and records relating to individual complaints will be kept confidential.




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 Principal. The Principal will decide, after considering the complaint, the appropriate course of action to take. This will start the formal phase of the complaint.

• In most cases the Principal will contact the parents concerned, normally within five 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 Principal to carry out further investigations as a consequence of any such discussions. The Principal would aim to do so within five working days and contact the parents having completed these investigations. Should such investigations require further time the Principal will contact the parents to clarify matters.

• The Principal will keep written records of all meetings and interviews held in relation to the complaint. Records will note whether the complaint was resolved or whether it was referred on to the next stage. Correspondence, statements and records relating to individual complaints will be kept confidential.

• Once the Principal 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 which will be final. The Principal will also give reasons for his decision.

• It is hoped that parents will feel satisfied with such an outcome but in the event that they do not they may wish to refer the matter to the Chairman of the Board of Management for his consideration. He can be contacted via the School.


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 any legal obligation prevails.

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