Home  Information  Departments  Pre-Prep  Recent Events  Sport  Clubs/Activities  OutdoorPursuits  The Gallery  Music Drama  Adventure Hols  Parent Zone  Old Boys & Girls	Complaints Procedure Parents or Guardians An effective complaints procedure can minimise problems and can provide the school with helpful information; complaints treated as constructive suggestions can be used to improve standards and may prevent cause for further complaint. Parents may have concerns over any of the following:  If the school has done something wrong.  If the school has failed to do something that it should have done.  If the school has acted unfairly or impolitely. These complaints may be to do with the whole school, or a particular department, or indeed an individual member of staff. What should a parent do when he or she feels that they have a concern about any aspect of the life at the school? All members of staff should be encouraged to deal with parental concerns which lie within their area of responsibility. If a member of staff is approached about a matter outside his or her remit, he or she should refer it to the appropriate person and inform the parent of what he or she is doing. It is never sufficient to do nothing. If a parent feels that the complaint cannot be resolved at an individual level with a teacher, it should be referred to a senior member of staff; this may be the Headteacher. Certain parents may wish to go straight to the Headteacher; please feel confident that this will be dealt with immediately. The Headteacher will talk with the Chairman of Governors about any serious complaints. If there is a complaint about the Headteacher, the parent should go direct to the Chairman of the Governors. What will the school do? Complaints will be acknowledged immediately; staff will inform parents what is happening to their concern or complaint. Hopefully most complaints will be dealt with quickly, but if parents feel that this is not the case, they should put their complaint in writing to the Headteacher. The school will keep an up-to-date log of complaints, so that it is in a position to detect patterns, which may indicate a need for action. Complaints will be treated in a confidential manner and with the respect due to the parents. Parents should note that children will never suffer in any way if they complain about something at school. The Headteacher will talk with members of staff should the complaint be about an individual, so that he or she is in a position to answer the particular concern; and the member of staff also knows that he or she will be fully supported by the Headteacher and if necessary by another member of staff. If there is a complaint which is a child protection issue, the child protection policy of the school will be followed. All complaints should be open and named; anonymous complaints will usually be ignored or passed on to the Chairman of Governors. The school hopes that any complaint will result in the following:  A feeling that the concern has been taken seriously.  Knowing that action has been taken by a senior member of staff.  Knowing that the school is now alert to a possible problem and may set down new systems to deal with similar problems.  Parents should feel that the outcome of the concern was well-considered.  The Headteacher will follow up the concern with a letter to the parent; there may be need for an apology on either side. Complaints that cannot be resolved: It is possible that some complainants will never be satisfied whatever is done by the school. There are complaints which are without foundation, but parents should note that any complaint will be taken seriously by the school. Most complaints will be resolved amicably and speedily. There may be cases when the school and the complainants have to agree to differ. Should there be any concern about the handling of a complaint or the outcome of any solution, parents should contact the Chairman of Governors. The Chairman of Governors will ask the Headteacher for a full report and the Chairman’s response will be clear and detailed. If necessary, at the meeting with the Chairman, the Head may be in attendance with possibly one other member of staff. The parent should be prepared to bring someone with him or her. Pupils' Complaints The principles that apply to parental complaints also apply to complaints and concerns from boys and girls. Pupils are able to raise concerns with any member of staff with whom they feel comfortable, whether it be the Form Teacher, Housemaster, matrons, the Headteacher or his spouse. Children should be aware that even the most trivial concerns will be treated seriously. Any complaints about bullying will automatically follow the bullying procedure set down by the school. The complaints procedure will be explained to children at the beginning of each term and it will always be made clear that they can ask for further information at any time. At the end of the day, Malsis will be concerned with any children’s worries and will receive them in a positive manner. Both parents and children should be aware that records are kept, complaints monitored, confidentiality is respected and maintained as far as possible and that a happy resolution is sought at all times.