Complaints Policy

1. Principles

At Concordia, we believe in open and respectful communication with families. Most concerns can be resolved quickly and informally through discussion with a teacher or member of staff. However, we recognise that at times a more formal process may be needed.

This policy sets out a clear, simple and fair process for handling complaints. All complaints are taken seriously, dealt with promptly, and handled with respect and confidentiality.

2. Process

Stage 1 — Informal Resolution

• Parents should first raise their concern with their child's teacher.
• If the issue cannot be resolved, it may be passed to the Head of School.
• Most matters are resolved quickly at this stage. A response will normally be given within 10 working days.

Stage 2 — Formal Resolution

• If the matter is not resolved informally, parents should put their complaint in writing to the Head of School.
• The Head of School will review the complaint, may meet with parents, and will normally provide a written response within 10 working days.
• A record of the complaint and outcome will be kept in the school's Complaints Register.

Stage 3 — Panel Hearing

• If parents remain dissatisfied, they may request a Complaints Panel.
• The panel will consist of at least three people, including one independent member not involved in the running of the school.
• The panel will consider all evidence, hear from both sides, and issue a decision with recommendations normally within 14 working days.
• The decision of the panel is final.

3. Complaints about the Head of School

If the complaint concerns the Head of School, parents should write directly to the President. The same three-stage process will apply.

4. Confidentiality and Records

• All complaints are recorded, along with outcomes and actions taken.
• Records are kept confidential, except where requested by official bodies (e.g. governmental authorities).
• Statistics on complaints are reviewed annually by the Senior Leadership Team to improve school practice.