1. Complaints made to school will be listened to and acted upon.
  2. Complaints will be investigated thoroughly, fairly and promptly.
  3. A senior member of staff will respond to complaints made by parents within 28 days, although an acknowledgement will be made within 14 days.
  4. Complaints made by students will normally be dealt with by their Form tutor, Personal tutor or by the Director of Education.
  5. When the complaint is directed at a senior member of staff, the Principal will deal with the matter.
  6. When the complaint is against the Principal, the Chairman of the Executive Board will be informed.
  7. Complainants will not suffer as a result of a complaint.
  8. All schools are required by law to keep a record of complaints. As a ‘complaint’ is not defined by law, Saint Michael’s distinguishes between concerns which are conveyed informally (usually orally) and complaints in the form of specific, focussed dissatisfaction (usually in writing).

Complaints Procedure

Stage 1 – Informal

Most complaints are easily resolved informally by discussion with staff at the school; more difficult or complex concerns may take more than one discussion.


Procedure for Initial contact by Office Staff or a member of staff:

  1. Listen to, and record, in writing, basic details of complaint.
  2. Decide upon appropriate person to pass information on to or to deal with the complaint.
  3. Appropriate member of staff interviews complainant or makes telephone contact.
  4. Complaint listened to and details recorded.
  5. Member of staff decides upon action to be taken – who needs to be seen, what information is required, possible further interviews. Decision on urgency of action and timescale to work to.

Action to be taken:

  1. Speak to those involved in complaint
  2. Speak to witnesses if required
  3. Take written statements if required

If possible, collect sufficient evidence to make an objective decision about the complaint.

Is the matter concluded?

If yes, agree action, communicate with complainant.

If no, refer to higher authority or repeat procedure.

If the complaint is not resolved at this stage, the parent (or agent) should be informed how to move on to the formal stage of the complaints procedure by making a written complaint to the Director of Education or Principal.

Stage 2 – Formal

The Principal will carry out an investigation and respond to the complainant. The complaint will be acknowledged within 14 days of receipt, and a target date for providing a response will be given. This will normally be within 28 days.

The Principal may request to meet with the complainant to gain further information relevant to the complaint.

Statements from witnesses will be collected where necessary.

When all the relevant facts have been established, the Principal will produce a written response to the complainant.

If the complaint is not resolved, the complainant will be given the option to move to Stage 3.

Stage 3 – Executive Body

The complaint will be raised at the next Executive Board Meeting, which should include 3 people not directly involved in the matters detailed in the complaint. The complainant will be informed that they may attend this meeting, with a person accompanying them. The Principal will invite an independent person at this Board Meeting, who is not involved in the running and management of the school.

A final decision will be made and communicated to the complainant, the person being complained about, the Principal and a representative of the proprietor.

All complaints are recorded in the Official Complaints File in the Principal’s Office.

NUMBER OF COMPLAINTS

Academic Year 2010-11 -- No written complaints (as at 5th January 2011)

Academic Year 2009-10 -- No written complaints

Academic Year 2008-09 -- No written complaints