Page 2 of 4 Complaints Policy Al Diyafah High School values good relationships with parents, staff, students, and the community. We believe everyone deserves courteous, prompt, and careful attention. Feedback helps us improve and raise standards. We welcome suggestions, comments, and complaints, and encourage early reporting to address issues quickly. When a complaint is received, we collaborate with staff and parents in the best interests of students. Concerns should be raised with school staff or the principal. We aim to resolve issues satisfactorily for everyone involved, ensuring good service, best practices, transparency, and good relationships. Complaints are overseen with discretion and respect. Information is shared only on a 'need to know' basis. Some complaints may involve third parties like government authorities or police, and the complainant will be informed if this happens. Stages of Complaint Handling: Parents are advised to follow the flow chart provided to direct complaints to the appropriate personnel for prompt resolution. All student-related issues will adhere to the BFL policy (refer to page 27 of the Student Planner). Investigations may involve interviewing students and/or requesting written statements from them, which may be used as evidence. In cases involving other students, sensitive information (such as names and actions taken) will be withheld to ensure the safety and wellbeing of all parties involved. Anonymous complaints will not be pursued. Stage Process • Stage 1: Addressed to Class Teacher / Form tutor cc to Head of Year - Concerns with respect to Academics, absences or issues within classroom • Class teacher acknowledges the email/return the call to the parent • Investigate the complaint in 2-3 working days • Complaint resolved and replies with next steps. • Stage 2: Addressed to Head of Primary/Secondary/ Sixth Form - Serious matters related to teaching or well being of the child OR those that Class teacher or Head of Year could not address satisfactorily • Complaint could be received via email or call • Acknowledge the complaint and request for a formal complaint form to be filled • Investigate the complaint [2-3 working days] • Assistant Head of Primary or Key Stage Head call the complainant to explain the investigation results and proposed resolution. • If complainant is unsatisfied, AHoP/KSH sets up formal meeting with complainant along with Head of department for further action. • Stage 3: Vice Principal - Very critical issues or Stage 2 complaints that are escalated • Steps 1 to 3 to be followed as in Stage 2 • Communicate the investigation results and resolution via formal email to the complainant. • If the complainant is not satisfied, there will be a formal meeting (face to face/online) set up with complainant [Attendees - Principal/Vice Principal, Head of department, complainant] • Stage 4: Issues of very serious nature involving a staff member or safety concerns may be addressed directly to the Principal. • The principal will investigate and inform parents of the findings and the action taken to address the issue. In some cases, a meeting will be arranged with the complainant if required.
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