We value open, honest relationships with our families. When something is not right, we want to know, so we can put it right. This policy explains how to raise a concern and how we will respond.
Our Commitment
We see complaints as an opportunity to improve. Every concern is taken seriously, handled with care, and treated confidentially. Raising a concern will never disadvantage your child in any way.
Step 1 — Talk to Us Informally
Most concerns are resolved quickly through a simple conversation. Please speak first with your child's teacher or the school office. Often a misunderstanding can be cleared up the same day.
Step 2 — Formal Complaint
If the matter is not resolved, or is serious, you may make a formal complaint in writing to the Head of School — by email, letter, or through the Parent Portal. Please include:
- What the concern is about
- When it happened
- What outcome you are hoping for
We will acknowledge your complaint within 2 working days.
Step 3 — Investigation & Response
We will look into your complaint fully and fairly, speaking with everyone involved. We aim to provide a full written response within 10 working days. If more time is needed, we will keep you informed.
Step 4 — Review
If you are not satisfied with our response, you may request a review by the school's proprietor/management. We will arrange a meeting to discuss the matter and seek a resolution together.
Confidentiality
All complaints are handled discreetly. Information is shared only with those who need to be involved in resolving the matter. Records of complaints are kept securely and separately from your child's file.