Complaints Policy

1. Introduction
   1. Snaresbrook Home Education (the "School") prides itself on the quality of the teaching and pastoral care provided to its pupils. The School seeks to foster good relations between parents, pupils and staff and it is expected that any complaints procedure will be informal in its first stages. However, if parents do have a concern or complaint, they can expect it to be treated by the School in accordance with this policy. The School will make the complaints procedure policy available to all parents of current pupils on the School’s website or on request from the School office during the school day, and will ensure that parents of current pupils who request it are made aware that this document is published and available. 
2. Policy aim
   1. The aim of this policy is to ensure that a complaint by a parent is managed sympathetically, efficiently and at the appropriate level and is resolved as soon as possible. Doing so is good practice, is fair to those concerned and helps to promote parent, pupil and staff confidence in the School's ability to safeguard and promote welfare. We will try to resolve every complaint in a positive way with the aim of putting right a matter which may have gone wrong and, where necessary, reviewing our systems and procedures in the light of circumstances. 
3. Application and scope
   1. This policy applies to complaints from parents of current pupils and to parents of former pupils if the complaint was raised when the pupil was on roll at the School. It does not apply to parents of prospective pupils. Separate procedures apply in the event of a child protection issue, or if the Head expels or requires the removal of a pupil from the School and the parents seek a review of that decision. 
4. What constitutes a complaint? 
   1. We need to know as soon as possible if there is any cause for dissatisfaction. We recognise that a difficulty which is not resolved quickly and fairly can soon become a cause of resentment which could be damaging to relationships and also to our school culture. 
   2. Any matter about which a parent of a pupil is unhappy and seeks action by the School is a complaint. The School makes no distinction between the words ‘concern’ or ‘complaint’ as both are an expression of dissatisfaction. Although all formal complaints will be made in writing, this does not mean that the formal stage is automatically triggered whenever a concern is expressed in writing, for example, by email. Complaints will usually only progress to the formal stage after first being considered at the preliminary stage and only then if the parent concerned intends to escalate a matter to the formal stage. 
   3. Parents can be assured that all concerns and complaints will be treated seriously and confidentially. Parents can be confident that their child will not be penalised for a complaint that they, or their child, raises in good faith. 
5. Timescales 
   1. We aim to resolve any complaints and concerns in a timely manner. Timescales for each stage of the complaints Procedure are set out below in the relevant paragraphs. For the purposes of this policy, a “working day” is defined as a weekday during term time, when the School is open and there are lessons being taught. The definition of “working day” excludes weekends and UK Bank Holidays. Term dates will be as per Snaresbrook Preparatory School and as published on the website at www.snaresbrookprep.org
6. Stage 1: Informal Resolution 
   1. It is intended that most complaints and concerns (together "complaints") will be resolved quickly and informally. 
   2. A complaint must be provided in writing and will be acknowledged by email within two working days of receipt during term time and as soon as practicable during the holidays. 
   3. The School aims to investigate and resolve complaints at Stage 1. Depending on the nature of the complaint, this will be within 10 working days. Should the matter not be resolved within this time frame, then parents may proceed with the complaint in accordance with Stage 2 of this policy. 
7. Stage 2: Formal Resolution 
   1. If a complaint cannot be resolved on an informal basis, the parent(s) should write making it clear that they were not satisfied with the result of their initial enquiry and that they wish to make a formal complaint. If a teacher or other member of staff receives written notification that a parent wishes to make a formal complaint, then this should be passed on to the Head. 
   2. After receiving a formal complaint, the Head will consider the complaint and decide the appropriate course of action to take. 
   3. It may be necessary for the Head to carry out further investigations. The Head may ask a senior member of staff or an appointed independent person to act as the investigator. 
   4. Once the Head is satisfied that, so far as is practicable, all the relevant facts have been established, a decision will be made and the parent(s) informed in writing of the decision and the reasons for it. 
   5. The Head's aim would be to inform any complainant of the outcome of an investigation and the resolution to the complaint within 28 working days from the receipt of the complaint. Any complaint received during a School holiday or near to the end of term or during half term is likely to take longer to resolve owing to School holidays and the unavailability of personnel. 
   6. Confidential files on all complaints reaching Stage 2 are recorded and kept by the Head. 
   7. If the parent(s) are not satisfied with the decision made by the Head, they should proceed to Stage 3 of this policy.
8. Records and Confidentiality 
   1. A written record of all complaints received will be kept.  They will be made available to the inspectorate on request.  At the end of this time all documentation will be securely destroyed. (For retention see below)
   2. Correspondence, statements and records relating to individual complaints will be kept confidential except where the Secretary of State, or a body conducting an inspection under section 108 or 109 of the Education and Skills 2008 Act requests access to them.
   3. Retention
   4. The period for retaining records of complaints that do not have safeguarding implications should be retained for a minimum of 7 years (a period determined by the 6-year inspection cycle with allowance for unforeseen circumstances). Where there is a safeguarding angle, ‘records concerning allegations of abuse must be preserved for the term of the Independent inquiry into Child Sexual Abuse and at least until the accused has reached normal pension age or for 10 years from the date of the allegation if it is longer.’

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