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The Education (Independent School Standards) Regulations 2014

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Dyma’r fersiwn wreiddiol (fel y’i gwnaed yn wreiddiol).

PART 7Manner in which complaints are handled

33.  The standard about the manner in which complaints are handled is met if the proprietor ensures that a complaints procedure is drawn up and effectively implemented which deals with the handling of complaints from parents of pupils and which—

(a)is in writing;

(b)is made available to parents of pupils;

(c)sets out clear time scales for the management of a complaint;

(d)allows for a complaint to be made and considered initially on an informal basis;

(e)where the parent is not satisfied with the response to the complaint made in accordance with sub-paragraph (d), establishes a formal procedure for the complaint to be made in writing;

(f)where the parent is not satisfied with the response to the complaint made in accordance with sub-paragraph (e), makes provision for a hearing before a panel appointed by or on behalf of the proprietor and consisting of at least three people who were not directly involved in the matters detailed in the complaint;

(g)ensures that, where there is a panel hearing of a complaint, one panel member is independent of the management and running of the school;

(h)allows for a parent to attend and be accompanied at a panel hearing if they wish;

(i)provides for the panel to make findings and recommendations and stipulates that a copy of those findings and recommendations is—

(i)provided to the complainant and, where relevant, the person complained about; and

(ii)available for inspection on the school premises by the proprietor and the head teacher;

(j)provides for a written record to be kept of all complaints that are made in accordance with sub-paragraph (e) and—

(i)whether they are resolved following a formal procedure, or proceed to a panel hearing; and

(ii)action taken by the school as a result of those complaints (regardless of whether they are upheld); and

(k)provides that correspondence, statements and records relating to individual complaints are to be kept confidential except where the Secretary of State or a body conducting an inspection under section 109 of the 2008 Act requests access to them.

Yn ôl i’r brig

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