Complaints Procedure

Introduction

At Kaleide International School every member of the school community –whether a child, a parent or a member of staff– is valued and we strive to listen to each person and help them feel a part of our school. We see children and parents as co-creators of our learning environment and offer them opportunities to contribute to school life, and to propose improvements which will be taken into account and implemented whenever feasible and appropriate. This policy should be read with the understanding that family members are actively involved in school life, including participating in school activities.

This policy lays down the procedure we will follow if –in spite of our communication efforts– parents feel that they need to make a complaint. The Policy should be read in conjunction with the school's Exclusions Policy and Behaviour Policy.

Scope

This policy applies to parents of children at the school, including those in Preschool. The policy is limited to the parents of children currently on roll at the school, or parents of ex-pupils of the school if the complaint was first raised whilst the child was on roll at the school.

This policy is intended to set out how the school will deal with general complaints. If you are worried your child may not be safe, please talk to the Director or the School Coordinator immediately.

For more information see Kaleide International School's Safeguarding and Child Protection Policy.

Aims

1. To communicate to all members of Kaleide International School (teaching and non teaching staff, students and parents) the following:

• We take complaints seriously.

• Complaints will be resolved promptly and effectively.

• The procedure for making an informal complaint.

• The procedure for making a formal complaint.

2. To promote an open environment where everyone feels valued and heard, where feelings are accepted and where conflict is approached in a non-judgemental way and where all children and adults are encouraged to speak and share their concerns.

3. To adopt a problem-solving approach throughout the whole school whereby problems, complaints and concerns are seen as useful learning opportunities.

3. To work with staff and parents to equip them with the necessary non violent and respectful communication skills to resolve complaints effectively.

Complaints Procedure for Parents

It is useful here to distinguish between a concern and a complaint. A “concern” may be treated as “an expression of worry or doubt over an issue considered to be important for which reassurances are sought”, whereas a complaint may be generally recognised as “an expression or statement of dissatisfaction however made, about actions taken or a lack of action”.

A complaint may be made about the school as a whole or about an individual member of staff. A complaint is likely to arise if a parent believes that the school has done something wrong, or failed to do something that it should have done, or acted unfairly.

The school’s Complaints Procedure must be followed in all cases whenever a family has concerns or wishes to make a complaint. Any concerns parents may have must be made through the appropriate channels so they can be dealt with fairly, appropriately and effectively for all concerned.

We hope that any general concerns can be dealt with swiftly and informally without having to invoke the complaints policy and procedure.

Strategies

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's target is to complete the first two stages of the procedure within 28 days if the complaint is lodged during term time and as soon as practicable during holiday periods.

At Kaleide International School, our approach to problem solving is based on the following strategies:

• Problem solving is a daily feature of school life for children and adults.

• Pupils, parents and staff are taught conflict resolution strategies from the moment they first join the school. The use of non violent communication techniques, the use of “I” messages, and the development of active and reflective listening skills are taught in a series of conflict resolution strategies.

• Regular parent meetings ensure that parents understand our problem solving approach and why we encourage self governance and collaborative problem solving.

In order to deal with all complaints, we have established a three-stage procedure (please see Annexe I for a summary of the procedure):

Stage 1 – Informal Resolution

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

• If your concern or complaint has to do with pedagogical issues, please start by telling your daughter/son’s key facilitator about your concern. This is usually the best and quickest way of resolving issues.

• If your concern has to do with the general functioning of the school, its ethos or management, please contact the Director by phone or email.

It is recommended that you make an appointment to speak to either your key facilitator or the Director as soon as possible, as this will give both parties the opportunity to talk about the issue in an appropriate manner and without being interrupted.

The purpose of this meeting should be to establish the nature of the concern and to seek a realistic resolution to the problem.

It is good practice for the key facilitator to make a brief written record of the concern raised and any actions agreed.

Stage 2 – Informal Resolution

• If you feel dissatisfied with the outcome of discussions with the Director, please ask for another appointment or raise your concern through the formal procedure (see Stage 3).

• If you feel dissatisfied with the outcome of discussions with your key facilitator, please ask for an appointment to meet with the Director.

It is in everyone’s interest, particularly the child or children, for concerns to be sorted out quickly and smoothly. However, it may be that the Coordinator or the Director will need to look into what has happened since the initial meeting before they can suggest how your concern might be resolved.

It is good practice for the Coordinator or the Director to make a brief written record of the concern discussed and what has been agreed and to write to parents summarising this.

It is hoped that most problems will have been resolved at this stage through the informal process.

Stage 3 - Formal Resolution: Complaint letter to the Director

• If you feel that the issue you have raised has not been resolved through the informal process and you wish to pursue it further, you may raise it through the formal procedure by writing a formal letter of complaint to the Director (you may use the form attached as Annexe II).

Your letter should set out clearly the concern which has previously been discussed and why you feel that the issue is unresolved. It is also helpful if you can set out in your letter what resolution you are seeking.

Moving to the formal complaints procedure is a serious step. In consideration of future home/school relationships everyone concerned will need to concentrate on finding a resolution to the issue and negotiate an agreement as to how this can best be achieved.

The Director will consider the complaint and in doing so should:

• establish what has happened so far, and who has been involved;

• clarify the nature of the complaint and what remains unresolved;

• meet or contact you if they need further information;

• clarify what you feel would put things right if this has not been set out in your letter;

• interview those involved in the matter and/or those complained of, allowing them to be accompanied if they wish;

• conduct any interview with an open mind and be prepared to persist in the questioning;

• keep notes of any interview for the record.

The Director will keep in mind ways in which a complaint can be resolved. It might be sufficient to acknowledge that the complaint is valid in whole or in part. In addition, it may be appropriate to offer one or more of the following:

• an apology;

• an explanation;

• an admission that the situation could have been handled differently or better (n.b. this is not an admission of negligence);

• an assurance that the event complained of will not recur;

• an explanation of the steps that have been taken to ensure that it will not happen again;

• an undertaking to review policies in light of the complaint.

It may also be the case that the complaint may nor have any substance and is therefore considered to be unfounded or unsubstantiated.

The Director will discuss the outcome of their consideration of your complaint with you and should send a detailed written response within 20 school days. Where this proves unrealistic you will be informed in writing and given an estimate of how long it will take to provide a detailed response.

Stage 4 – Arbitration Process (“Sistema Arbitral de Consumo”)

We would expect most, if not all, concerns to have been resolved through the stages described so far in this document. However, in exceptional circumstances, this may not be the case and parents may wish to pursue the matter further and more formally.

Parents will be informed at this point that the school is a member of the Sistema Arbitral de Consumo, and that they can register a claim –free of charge– in order to start an arbitration process.

The Spanish “Sistema Arbitral de Consumo” is an extrajudicial instrument for conflict resolution. Companies must have previously joined the network of member companies in order to be able to resort to the arbitration system.

Parents can start an arbitration process by registering a claim at the Junta Arbitral de Consumo de Canarias:

Avda. Francisco La Roche, 35. Edf. de Servicios Múltiples I, 8ª pl. 38001, Santa Cruz de Tenerife Tfnos: 922 924 744 Fax: [phone]

The claim can also be registered with the Asociaciones de Consumidores y Usuarios, the Oficinas Municipales de Información al Consumidor and the Municipal Information Offices.

The Junta Arbitral will communicate its decision within four months from its creation. The decision of the Junta Arbitral de Consumo is binding and is equivalent to a court ruling.

Confidentiality

Whether a complaint is made informally or formally, all parties should ensure details are only known to those involved in investigating the complaint. Parents should be assured that making a complaint will not adversely affect their child.

All correspondence, statements and records of complaints relating to individual complaints are kept confidential.

A confidential written record of all complaints will be available at the school office, where it will be kept for three years.

Annexe I: Summary of procedure

Stage 1 (informal): Meetings

Is your concern or complaint about pedagogical issues? Talk immediately with your key facilitator or request a private meeting.

Is your concern or complaint about managerial issues or about the school’s philosophy? Request a meeting with the Director.

Stage 2 (informal): Meetings

Are you dissatisfied with the outcome of discussions with your key facilitator? Request a meeting with the Director.

Are you dissatisfied with the outcome of discussions with the Director? Request another meeting with the Director or proceed to Stage 3 (formal)

Stage 3 (formal): Letter of complaint

Write a formal letter of complaint/use the school’s online complaints form.

Stage 4 (formal): Arbitration process

Start an arbitration process by registering a claim at the Junta Arbitral de Consumo de Canarias.

Annexe II: Online Complaints Form

Thank you for completing our Complaints form. The Director will discuss the outcome of their consideration of your complaint with you and should send a detailed written response within 20 school days.

Your name:

Participant’s name:

Your relationship to the participant:

Telephone number:

Email:

Please give details of your complaint:

What action, if any, have you already taken to try and resolve your complaint?

Who did you speak to and what was the response?

What actions do you feel might resolve the problem at this stage?