Parental Complaints Procedure by JESS Dubai

Parental Complaints Procedure Whole School

#MAKINGADIFFERENCE

DATE REVIEW DATE

September 2023 September 2025

Owner Version Number: Working Date: Legal Sign off by: Date:

Director Ver06 14/09/2021

Type of Policy:

Exec

Authorised by Exec: Authorised by Board: Effective date of Policy: Circulation:

11/10/2023 21/09/2021 Website, Parent Portal

CONTENTS PREAMBLE

PUBLICATION AND AVAILABILITY

DEFINITION AND INTERPRETATIONS

THE COMPLAINTS PROCEDURE

CONTACTING THE KHDA

RECORD KEEPING

CONFIDENTIALITY

UNREASONABLE COMPLAINTS

TRAINING

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PREAMBLE 1.1

The JESS Complaints Policy applies to parents of all current pupils including those in the EYFS. JESS has a separate Whistle-blowing Policy to cover concerns that a member of staff may have. Complaints from those who are not parents are not covered by this policy but should be addressed to the Director in writing.

1.2

JESS is committed to providing the best teaching and pastoral care it can for its students. It is hoped that any worries or complaints can be dealt with informally, but if not, the School has a formal complaints procedure.

1.3

A complaint is an expression of dissatisfaction with a real or perceived problem. It may be made about the School as a whole, about a specific department or about an individual member of staff and any matter about which a parent is unhappy and seeks action by the school is within the scope of this procedure. A complaint is likely to arise if a parent believes that the School has done something wrong or failed to do so something that it should have done or acted unfairly.

1.4

Formal complaints are extremely rare, reflecting the good, positive relationships between students, parents and the School which enables most matters to be resolved informally. It is our hope, even at this stage, that discussions are both open and constructive. Parents can be assured that any concerns or complaints will be treated seriously and confidentially. The School is here for your child and you can be assured that your child will not be penalised for a complaint that you, or your child, raises in good faith.

1.5

This policy explains the feedback/ complaints procedure. This procedure is not intended to be the only means by which parent and pupil feedback is listened to and addressed, but it is an essential tool. If it becomes necessary to alter the time limits and deadlines set out within this procedure, you will be advised accordingly, given an explanation and provided with revised timescales. This document does not apply to complaints about:

1.6

•

Appeals relating to internal assessment decisions for external qualifications

•

Disciplinary issues relating to members of staff

Anonymous complaints will be considered on a case-by-case basis and may or may not be examined under this policy. You may raise an anonymous complaint or ask for redaction of your personal details using the Feedback form on the parent portal.

PUBLICATION AND AVAILABILITY 2.1

JESS makes its complaints procedure available to parents of pupils and of prospective pupils on the School's website and via the Parent Portal. Page 4 of 11

2.2

JESS will ensure that any parent who requests this Policy is provided with same.

2.3

This policy is available as a hard copy upon request.

2.4

This policy can be made available in large print or we have native Arabic speaking staff available to assist parents through the process if needed.

2.5

All school staff are made aware of complaints procedures and expected to review this document regularly in order that they are familiar with our process of dealing with complaints and can be of the most assistance when an issue is brought to their attention.

DEFINITION AND INTERPRETATIONS 3.1

Where the following words or phrases are used in this policy: 3.1.1

References to working days mean Monday to Friday morning and when the School is open during term time. The dates of terms are published on the JESS’s website.

3.1.2

If there is a likelihood of excessive delays, due to School holidays, JESS’s approach is to take sensible and reasonable steps to minimise any hardship or unfairness arising from such delays.

THE COMPLAINTS PROCEDURE 4.1

All complaints will be handled seriously and sensitively. They will be acknowledged within five working days if received during term time and as soon as practicable during holiday periods. It is in everyone's interest to resolve a complaint as speedily as possible: the School aim to complete the stages of the procedure within 28 days.

4.2

JESS considers a complaint at four stages:

4.3

4.2.1

Stage 1: Informal Resolution

4.2.2

Stage 2: Formal Resolution

4.2.3

Stage 3: Directors Review

4.2.4

Stage 4: Final Appeal Procedure

Stage 1: Informal Resolution 4.3.1

It is hoped that most complaints will be resolved quickly and informally.

Who to contact: 4.3.2

If parents have a complaint, they should normally contact the child’s class teacher/form tutor. This can be in person, by letter, telephone, email or Seesaw Page 5 of 11

for primary children. In many cases, the matter will be resolved straightaway to the parents’ satisfaction. If the class teacher/or form tutor cannot resolve the matter alone, it may be necessary for him or her to consult the Year Group Leader or Head of School. 4.3.3

Complaints made directly to the Head of School at this stage will usually be referred to the relevant class teacher/form tutor or Year Group Leader, unless the Head of School deems it appropriate to deal with the matter personally.

Time frame: 4.3.4

We encourage parents to approach staff with any concerns they may have and aim to resolve all issues with open dialogue and mutual understanding. We encourage staff to address concerns raised to them in a timely fashion.

4.3.5

The class teacher or form tutor will make a written record of all concerns and complaints and the date on which they were received. Should the matter not be resolved within five working days or if the class teacher/form tutor and the parent fail to reach a satisfactory resolution then parents will be advised to proceed with their complaint in accordance with Stage 2 of this policy.

Complaint against a specific member of staff: 4.3.6

If the complaint is against a specific member of staff and parents believe that the complaint is of a serious nature, they may make their complaint directly to the Head of School. The Head will decide who is best placed to deal with the complaint in the first instance with the aim to resolve the issue and meet or contact the parents within 5 working days of receipt of the complaint.

4.3.7

The complaint will be shared with the relevant staff member to whom the complaint is directed.

Informal conversation: 4.3.8

Once a query or concern has been raised, you may be invited to an informal conversation with a member of staff to discuss your concerns.

4.3.9

You are welcome to bring a friend, partner or, in the case of a pupil who has raised a concern, a parent to this conversation. It may be appropriate for a pupil to attend if their parent has raised a concern, depending on the nature of the issue.

4.3.10 There is no suggested timescale for resolution at this stage given the importance of dialogue through informal discussion although it would be expected that most issues would be resolved within 15 school days. 4.3.1

Staff have a responsibility to ensure that you understand any future points of action that have been agreed upon in this conversation and should make a Page 6 of 11

record of what has been discussed, as well as any outcomes and a plan of action, if one has been agreed. 4.3.2 4.4

If, after the meeting, there is no satisfactory resolution, parents are advised to proceed to Stage 2 of the procedure.

Stage 2: Formal Resolution Who to contact:

4.5

4.4.1

If the complaint cannot be resolved on an informal basis, parents should put their complaint in writing to the Head of School.

4.4.2

The Head of School will meet the parents concerned, normally within five working days of receiving the written complaint, to discuss the matter. If possible, a resolution will be reached at this stage. If the complaint is made against a specific member of staff, the Head of School will have the right to decide whether the member of staff’s presence is appropriate at this stage.

4.4.3

The Head of School will appoint an Investigating Officer to investigate the matter and will provide a response to the complaint within a further five working days. The investigation report will confirm if they believe there is a case to answer; this will be communicated to all interested parties.

4.4.4

The school will keep written records of all meetings and interviews held in relation to the complaint.

4.4.5

If parents are still not satisfied with the decision, they should proceed to Stage 3 of the procedure, which will be considered by The Director and/or Board of Governors.

Stage 3: Director’s Review 4.5.1

If parents wish to proceed to Stage 3 of the procedure, they will be referred to the Director for review.

4.5.2

The Director will acknowledge the complaint within three working days of receipt and reply within a further five working days.

4.5.3

The Director’s Review will consist of the following: (a)

A review to ensure that the correct procedures have been followed;

(b)

A review of the written records of meetings and interviews and of any other evidence;

(c)

A review of the decision made by the Head of School. Page 7 of 11

4.5.4 4.6

4.7

The Director will meet with the parents to convey his decision.

Stage 4: Final Appeal Procedure 4.6.1

If parents wish to proceed to Stage 4 of the procedure, they will be referred to the Chairman of the Board for review.

4.6.2

The Director / Chairman of the Board will acknowledge the complaint within three working days of receipt and schedule a hearing to take place within a further ten working days.

4.6.3

The Panel will consist of a)

The Chairman of the Board (or, if unavailable, the Vice Chairman);

The Director;

One other member of the Board;

One person independent of the management of the School.

4.6.4

If the complaint is made against a member of staff, that member of staff will have the right to speak with the Panel.

4.6.5

The parents and, where applicable, the member of staff may be accompanied to the hearing by a workplace colleague. Legal representation will not be appropriate.

4.6.6

If possible, the Panel will resolve the parents’ complaint immediately without the need for further investigation.

4.6.7

When further investigation is required, the Panel will decide how it should be carried out. After due consideration of all facts they consider relevant, the Panel will reach a decision and may make recommendations, which it shall complete within seven working days of the hearing. The Panel will write to the parents informing them of its decision and the reasons for it. The decision of the Panel will be final. The Panel’s findings and, if any, recommendations will be sent in writing to the parents, the Board of Governors and, where relevant, the person complained of.

4.6.8

A written record will be kept in confidence by The Director.

Complaints about Headteachers and the Director 4.7.1

If a complaint is received about a Headteacher it is hoped the matter can be resolved informally. If a complainant believes this would not be possible, the complaint should be sent to The Director. Any appeal would proceed to Stage Four of the Procedure. Page 8 of 11

4.7.2

If a complaint is received about the Director it is hoped the matter can be resolved informally. If a complainant believes this would not be possible, the complaint should be sent to the Chairman of the Board. Any appeal would proceed to Stage Four of the Procedure, although the Director would not sit on the Appeal Panel.

CONTACTING THE KHDA 5.1

JESS remains committed to the parent – school contract. If after following the four stages above as highlighted in this policy the parent is still not satisfied, and the matter remains unresolved the parent has the right to refer the matter to the KHDA by contacting them via the E-Feedback System.

5.2

The KHDA has the right to uphold or repeal any and all decisions. Its final decisions are binding to both the school and parents.

RECORD KEEPING 6.1

Following the resolution of a complaint, the School will keep a written record of all complaints and whether they are resolved at the preliminary stage or proceed to a panel hearing.

6.2

At the School's discretion, additional records may be kept which may contain the following information: 6.2.1

Date when the issue was raised

6.2.2

Name of parent

6.2.3

Name of pupil

6.2.4

Description of the issue

6.2.5

Records of all the investigations (if appropriate)

6.2.6

Witness statements (if appropriate)

6.2.7

Name of member (s) of staff handling the issue at each stage

6.2.8

Copies of all correspondence on the issue (including emails and records of phone conversations)

6.3

Note that if a complaint regards Child Protection or Safeguarding the issue will be immediately referred to the School’s Designated Safeguarding Lead for urgent review, who may refer the matter on to the Safeguarding Board as necessary.

6.4

For more information on our School’s provision for protecting our pupils, please refer to our Safeguarding and Child Protection Policy.

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6.5

A record of all written complaints, and of whether they were resolved at the preliminary stage or proceeded to an investigation, will be kept in confidence by the relevant Head of School’s P.A.

6.6

A register of all formal (written – Stage Two, Three, and Four) complaints will be held centrally by the Director’s PA and will be reviewed annually by the Board.

CONFIDENTIALITY 7.1

Correspondence, statements, and records relating to complaints will be kept confidential except where access to them is required in the course of an inspection or under any other legal requirement or court order in accordance with the United Arab Emirates legislation and guidance.

7.2

Records will be kept in accordance with data protection principles for as long as is considered to be reasonably necessary in the circumstances. Parents can be assured that all concerns and complaints will be treated seriously and in confidence.

7.3

Correspondence, statements and records will be kept confidential.

7.4

Parents should be aware that regardless of the nature of a complaint and whether or not it is upheld, parents are not entitled to details of any related sanctions imposed on staff, pupils or parents due to data protection and privacy.

UNREASONABLE COMPLAINTS 8.1

Whilst it is hoped that this document will reduce any dissatisfaction with the school, it is acknowledged that there may be rare occasions where a complainant continues to be dissatisfied with the school and the outcomes achieved under the complaint’s procedure.

8.2

Where a complainant attempts to re-open an issue which has already been dealt with under the complaints procedure, the Chair of the Board will contact them to inform them that the matter has already been dealt with and that either that stage of the policy has been exhausted or that the complaints procedure has been exhausted and the matter is considered closed. This type of complaint will be considered unreasonable.

8.3

Where further correspondence is received on the same matter, this may be considered vexatious, and the school will be under no obligation to respond to that correspondence. This type of complaint will be considered unreasonable.

8.4

If the complainant subsequently contacts the school again about the same issue, the school can choose not to respond. The normal circumstance in which we will not respond is if:

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8.4.1

The school has taken every reasonable step to address the complainant’s needs, and the school’s position has been clearly set out in writing together with the complainant’s options.

8.4.2

The complainant is contacting the school repeatedly but making substantially the same points each time.

8.4.3

The school reasonably believes the aim of the contact is to cause disruption or inconvenience.

8.4.4

That the complainant acts or communicates in an inappropriate way towards school staff.

8.5

JESS will not normally limit the contact complainants have with the school. However, we will not tolerate unacceptable behaviour and will take action to protect staff from any behaviour which is harmful, abusive, offensive, or threatening.

8.6

Once the school has decided that it is appropriate to stop responding, the complainant will be informed in writing. The school will ensure when making this decision that complainants making any new complaint are heard, and that the school acts reasonably.

TRAINING 9.1

JESS provides regular guidance and training for staff and volunteers to ensure they understand what is expected of them by this policy and have the necessary knowledge and skills to carry out their roles.

9.2

Training frequency and level depends on the role of the individual member of staff or volunteer.

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