ST ALOYSIUS' COLLEGE
SCHOOL HANDBOOK

COMPLAINTS POLICY

1. Every so often situations arise where something has, or seems to have, gone wrong. The school welcomes parents' communication when things have gone awry and is committed to sorting them out to everyone's satisfaction. We are not too proud to make an apology when one is due. Successful education relies on positive and co-operative relations between home and school and the manner in which problems are resolved makes all the difference.

Before a concern becomes a complaint

2. Do not hesitate to contact the school if you are uneasy or dissatisfied about something. It is important not to let little concerns build up into serious mistrust or irritation. We are as keen to see things run smoothly as you are - after all, we all want the best for the children.

3. When you contact the school begin as informally as possible - say what concerns you and try to find out the facts. You will be in a much better position to know if you have grounds for a complaint when you are in possession of all the facts. We may be able to give an explanation or fill in details which answer your concerns. Do not rely solely on your child's account or on information from other parents.

4. A 'phone call is better than a letter, and a temperate letter is better than an ultimatum or threat of action. We welcome 'phone calls from parents who wish to talk about a problem before it becomes a complaint.

• don't believe everything you hear, even from your own children - things are often not entirely the way they are reported (by children or by other parents); children very much see things from their own point of view and important elements, circumstances and nuances of the story are often omitted in the version told to parents; it is always as well to find out the full story before charging in with a complaint

• find out what your child is like in school - you may be surprised; children in school can be very different people from the way they are at home - sometimes for better and sometimes for worse

• trust the school to resolve matters according to the aims and methods stated in this policy

• seek information from the school where you need it

• consider what the school has to say

• disclose full and frank information which would help the school to resolve situations with integrity and justice

• take seriously and report without delay any concerns or suspicions of bullying

• do not involve your child inappropriately in your complaint - it is important that the child sees parents and school working together to resolve differences or difficulties; the child should not be placed in a position where s/he appears impertinent, insolent, disobedient or acts inappropriately; remember that directly countermanding a teacher's instruction or requirement is likely to make matters worse and bring confrontation rather than resolution.

What you can expect of the school

6. You can expect your complaint to be recorded, to be taken seriously and to be thoroughly investigated.

7. If you write, e-mail or leave a message, you can usually expect the school to get back to you within 24-hours (during the school week in term time) - this may not be a full response but will let you know that your complaint has been received and is being dealt with.

8. You can expect staff to be friendly, courteous and supportive.

9. You can expect staff to be professional. This may sometimes mean we do not agree with you and must put forward a view or make a decision that you may not like - but we will always explain our reasons.

10. Your child will be involved only if the complaint directly and personally concerns them. Parents are sometimes worried that if they complain there will be adverse consequences for their child. The College is firmly committed to ensuring that this is never the case.

11. You can expect a face-to-face meeting at any reasonable time and usually within five school days if you request it.

12. You can expect members of staff to treat the complaint with appropriate confidentiality. The school's confidentiality policy is set out in the School Handbook.

Contacting the school

13. Talk to the right person. It may be tempting to "go straight to the top" but putting the problem to the Head Master often escalates something that could have been better resolved at a lower level.

14. Your first line of approach is your child's Housemaster (in the Senior School) or Head of Section (in the Junior School).

15. These are the people who have immediate and overall responsibility for your child's studies, pastoral care, discipline and involvement in school life. They are senior members of staff and members of the school management teams. In most cases it is they who will be best informed about your child and will be best placed to resolve problems.

16. Parents are asked not to contact individual class or subject teachers directly.

Taking the matter further

17. If you are dissatisfied with the response you have received, or with the resolution of a matter, or if you wish to appeal against a decision, please write directly to the Head Master.

18. The Head Master will investigate any complaint (or appoint someone to do so) and hear any appeals brought by parents.

Appealing to the Governors

19. In most cases, complaints will be resolved by senior staff. Appeals against the decisions of senior staff will usually be adjudicated by the Head Master. In some situations, however, parents may wish to take a matter to the Governors.

20. In the first instance, a written complaint should be made to the Chair of Governors. The Chair of Governors will investigate the complaint (or appoint someone to do so) and make such arrangements to resolve the matter as he can.

21. If the Chair of Governors is unable to resolve the complaint he may decide to refer it to the Governors' Conciliation Committee.

22. The Board of Governors appoints a standing Conciliation Committee to consider cases referred to it by the Chair of Governors. The Conciliation Committee consists of three members, at least two of whom are College Governors, one of whom will act as convenor and chair the committee.

23. You will be invited to a meeting with the Conciliation Committee and may submit papers to be read in preparation.

24. The Head Master and the senior member of staff with immediate responsibility for the child (usually the Housemaster or Head of Section) will attend and be invited to speak.

25. The aim of the Conciliation Committee is to reach a constructive conclusion. The Committee is the last appeal.

Support

26. At any stage of the complaints procedure, parents are welcome to bring with them a supportive friend who is not involved in the complaint.

27. Within the complaints procedure it is not appropriate for the school to engage in meetings to which parents bring legal representatives or advisors.

28. The school will not generally enter into correspondence with solicitors or others in place of direct communication with parents.

Admissions

29. There is no appeal beyond the Head Master's decision in matters of admission of children as pupils of the school.

Appeals against punishment

30. The school has a procedure whereby pupils may appeal against punishments they feel are unfair or disproportionate. The details of the appeal procedure are published in the School Handbook and pupil Planner. Parents are asked to allow this procedure to operate before becoming involved in an appeal against a disciplinary action.

Suspension & Expulsion

31. The decision to suspend a pupil is taken by the Housemaster, Head of Sixth Year or Head of Section, in consultation with the Assistant Head Master. An appeal against suspension is heard by the Head Master.

32. A complaint against the school's action in suspending a pupil may be made to the Governors in the usual way.

33. The decision to expel a pupil is taken by the Head Master. An appeal against expulsion is heard by the Chair of Governors.

Anonymous complaints

34. Anonymous complaints are unhelpful and will not usually be acted upon.

Complaints about Kindergarten

35. If you have a complaint about Kindergarten and it has not been resolved by the school's own complaints procedures, you may wish to contact the Care Commission which regulates the provision of pre-school care in Scotland.