Complaints

 

Introduction

 

Collingham has long prided itself on the quality of teaching and pastoral care provided to its students. However, if parents do have a complaint, they can expect it to be treated by the College in accordance with this Procedure.

 

Stage 1 – Informal Resolution

 

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

 

  • 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 parents’ satisfaction. If the Personal Tutor cannot resolve the matter alone, it may be necessary for him/her to consult the Principal/Deputy Principal.

 

  • Complaints made directly to the Principal will usually be referred to the relevant Personal Tutor, unless the Principal deems it appropriate for him/her to deal with the matter personally.

 

  • The Personal Tutor will make a written record of all concerns and complaints and the date on which they were received. Should the matter not be resolved within a reasonable period of time or in the event that the Personal Tutor and the parent fail to reach a satisfactory resolution, then parents will be advised to proceed with their complaint in accordance with stage 2 of this procedure.

 

Stage 2 – Formal Resolution

  • If the complaint cannot be resolved on an informal basis then parents should put their complaint in writing to the Principal. The Principal will decide, after considering the complaint, the appropriate course of action to take.

 

  • In most cases, the Principal will meet with the parents concerned, normally within 7 days of receiving the complaint, to discuss the matter. If possible, resolution will be reached at this stage.

 

  • It may be necessary for the Principal to carry out further investigations.

 

  • The Principal will keep written records of all meetings and interviews held in relation to the complaint.

 

  • Once the Principal is satisfied that 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 his decision.

 

  • If parents are still not satisfied with the decision, they should proceed to Stage 3 of this Procedure.

 

Stage 3 – Panel Hearing

 

  • If parents seek to invoke Stage 3 (following a failure to reach an earlier resolution), they will be referred to Mrs Sue Sutcliffe, who has been appointed by the Directors to call hearings of the Complaints Panel.

 

  • The matter will then be referred to the Complaints Panel for consideration. The Panel will consist of three persons not directly involved in the matters detailed in the complaint, one of whom shall be independent of the management and running of the College. Each of the Panel members shall be appointed by the Directors. Mrs Sutcliffe, on behalf of the Panel, will then acknowledge the complaint and schedule a hearing to take place as soon as practicable and normally within 28 days.

 

  • If the Panel deems it necessary, it may require that further particulars of the complaint or any related matter be supplied in advance of the hearing. Copies of such particulars shall be supplied to all parties not later than 7 days prior to the hearing.

 

  • The parents may be accompanied to the hearing by one other person. This may be a relative, teacher or friend. It is not the intention that the parties should be legally represented at the hearing.

 

  • If possible, the Panel will resolve the parents’ concern immediately, without the need for further investigation.

 

  • Where further investigation is required, the Panel will decide how to carry out the investigation. After due consideration of all the facts they consider relevant, the Panel will form a decision and may make recommendations, which it shall complete within 28 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 Panel’s findings and, if any, recommendations will be sent in writing to the parents, the Principal, the Directors 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 of complaint will be kept confidential except in so far as is required of the College by paragraph 6(2) (j) of the Education (Independent Schools Standards) Regulations 2003; where disclosure is required in the course of the School’s inspection; or where any other legal obligation prevails.

 

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