Complaints Policy

OUR PROMISE

The School is committed to providing a quality service and achieving the highest standards of conduct (and has adopted these commitments as school values). One of the ways in which we can continue to improve our service is by listening and responding to the views of our parents/guardians.

Therefore, we aim to ensure that:

  1. Making a complaint is as easy as possible.

  2. We treat a complaint as any clear expression of dissatisfaction with our service. 

  3. We treat it seriously whether it is made in person, by telephone, by letter or by email.

  4. We deal with it promptly, politely and, where appropriate, informally (for example, by telephone).

  5. We respond in the right way - for example, with an explanation, or an apology where we have got things wrong, or information on any action taken etc.

  6. We learn from complaints and use them to improve our service.

  7. You can make a complaint by writing, email, telephone or in person. All complaints must be made via the school office and directed to Mr J. Proetta.

 

 

MAKING A FORMAL COMPLAINT

 

If you feel that the matter has not been resolved, you may decide to make a formal complaint.

You must make a formal complaint in writing to Mr J. Proetta. It is important that we have all the information with all the points you want us to consider. You must give your reasons for the complaint clearly with the main areas of concern set out and supported by evidence or examples. The school will carry out the investigation.  You will be sent an acknowledgement within 10 days of us receiving the complaint (article 1 and 5 section 171/89/ of 11 of July, BOJA number 63 the 3rd of August, 1989).

We will reply and aim to answer all your concerns within 30 days.