Duff Miller had long prided itself on the quality of the teaching and pastoral care provided to its pupils. However, if parents do have complaint they can expect it to be treated by the school in accordance with the procedure set out below:
Stage I – Informal Resolution
(a) It is hoped that most complaints and concerns will be resolved quickly and informally.
(b) If parents have a complaint they should normally contact their son/daughter’s personal tutor. In many cases, the matter will be resolved straightaway by this means to the parent’s satisfaction. If the personal tutor cannot resolve the matter alone it may be necessary for him/her to consult either the Vice Principal (for A-Level students) or the Head of GCSE Studies(for GCSE students).
(c) Complaints made directly to the Principal will usually be referred to the Vice Principal or the Head of GCSE unless the Principal deems it appropriate to deal with the matter personally.
(d) The Personal Tutor will make a written record of all concerns and the date on which they were received. Should the matter not be resolved within seven days and in the event that the Personal Tutor and the parent fail to reach a satisfactory resolution the parents will be advised to proceed with their complaint in accordance with stage two of this procedure.
Stage II – Formal Resolution
a) If the complaint cannot be resolved on an informal basis then the parents should put their complaint in writing to the Principal. They will then decide, after considering the complaints, the appropriate course of action to take.
b) In most cases the Principal will speak to or meet the parents concerned, normally within five days of receiving the complaint, to discuss the matter. If possible a resolution will be reached at this stage.
c) It may be necessary for the Principal to carry out further investigations.
d) A written record of all meetings and interviews held in relation to the complaint will be made.
e) Once the Principal is satisfied, so far as is practicable, all of the relevant facts have been established, a decision will be made and parents will be informed of this decision in writing. The Principal will also give reasons for their decisions.
f) If parents are still not satisfied with the decision they should proceed to stage three of this procedure.
Stage III – Panel Hearing
a) If parents seek to invoke stage three (following a failure to reach an earlier resolution) they will be referred to The Secretary of the Council for Independent Further Education who has been appointed by the proprietor of Duff Miller to call meetings of the complaints panel.
b) The matter will then be referred to the complaints panel for consideration. The complaint panel will consist of three persons not directly involved in the matters detailed in the complaint, one of whom is independent of the management and running of the school. Each of the panel members shall be appointed by the proprietor. The convenor, on behalf of the panel, will then acknowledge the complaint and schedule a hearing to take place as soon as practicable and normally within ten days.
c) If the panel deems it necessary, it may require that further particulars of the complaints or any related matter be supplied in advance of the hearing. Copies of such particulars shall be supplied to all parties not later than three days prior to the hearing.
d) The parents may be accompanied to the hearing by one other person. This may be a relative, teacher or friend. Legal representation will not normally be appropriate.
e) If possible the panel will resolve the parent’s complaint immediately without the need for further investigation.
f) Where further investigation is required, the panel will decide how it should be carried out. After due consideration of all the facts the panel will reach a decision and may make recommendations which it shall complete within fourteen 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 panels findings and, if any, recommendations will be sent in writing to the parents, Principal, the Proprietor and where relevant, the person complained of.
Parents can be assured that all concerns and complaints will be treated seriously and confidentially. Correspondence, statements and records will be kept confidential except in so far as is required of the school by paragraph 6 (2) (j) of the Education (Independent Schools Standards) Regulations 2003; where disclosure is required in the course of the schools inspection; or where any other legal obligation prevails.
