Worries or concerns (day pupils)
If you have anything worrying you or any concerns, you are
free to talk to any member of staff in school or to write to any member of staff, including the head. Alternatively
you may wish to talk to a close friend. If you feel you cannot talk to a member
of staff, you could speak to or write to any of the following:-
- Mr Smith or Mrs Smith.
- Your parents or close relatives.
- Your doctor or the school nurse at Clitheroe Health Centre.
- Child line: tel 0800 1111 (no money needed).
- Ofsted: 08456 404040
It is particularly important for you to realise you can take a friend with
you when talking to a member of staff about any problem or complaint. Serious
complaints or matters of a sensitive nature should be addressed to the principal.
Worries or concerns (boarding pupils)
If you have anything worrying you or any concerns, you are
free to talk to any member of staff in school or to write to any member of staff, including the head. Alternatively
you may wish to talk to a close friend. If you feel you cannot talk to a member
of staff, you could speak to or write to any of the following:-
- Mr Smith or Mrs Smith.
- Your parents or close relatives.
- Your doctor or the school nurse at Clitheroe Health Centre.
- Child line: tel 0800 1111 (no money needed)
- Ofsted: 08456 404040
It is particularly important for you to realise you can take a friend with
you when talking to a member of staff about any problem or complaint. Serious
complaints or matters of a sensitive nature should be addressed to the principal.
Parental worries or concerns
If you have anything worrying you or any concerns, please
telephone, email or write to the following contacts:-
- Your childs' form tutor.
- Mrs Blackburn (for nursery matters).
- Mrs Catterall (for junior matters).
- Mrs Novak (for financial matters)
- Mr Smith or Mrs Smith
Serious complaints or matters of a sensitive nature should always be addressed, in
writing, to the principal.
Complaints Procedure for Moorland School
Moorland School is very proud of the quality of the teaching and the pastoral care provided to our pupils. However, if parents do have a complaint, they can expect it to be treated by the School in accordance with the following 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 child's form teacher. In many cases, the matter will be resolved straight away by this means to the parents’ satisfaction. If the form teacher cannot resolve the matter alone, it may be necessary to involve the Principal.
- Complaints made directly to the Principal will usually be referred to the relevant form teacher unless the Principal deems it appropriate to deal with the matter personally.
- The form teacher or Principal will make a written record of all complaints and the date on which they were received. The written record should be passed on to the office in order for it to be filed in the pupils personal file.
- Should the matter not be resolved within 14 days or in the event that the form teacher 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 the 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 Head will speak or write to the parents concerned, normally within three days of receiving the complaint, to discuss the matter. If possible, a 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, 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 his decision.
- If parents are still not satisfied with the decision, they should continue to keep open channels of communication with the Principal (by telephone, email, letter or face-to face). A resolution is preferred.
- If parents are still not satisfied with the decision, they could procede 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 Margaret Harvey, who has been appointed by the Principal to call hearings of the complaints panel.
- If possible, Mrs Harvey will resolve the parents’ complaint immediately without the need for a time consuming further investigation or a meeting of the panel.
- If a resolution cannot be found, the matter will then be referred to the Complaints Panel for consideration. The Panel will consist of Mrs Harvey and at least two persons not directly involved in the matters detailed in the complaint. One of whom shall be independent of the management and running of the School. Each of the Panel members shall be appointed by the Principal. Mrs Harvey, on behalf of the Panel, will then acknowledge the complaint and schedule a hearing to take place as soon as practicable and normally within 14 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 three 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. Legal representation is not appropriate.
- If possible, the Panel will resolve the parents’ complaint immediately without the need for further investigation.
- Where further investigation is required, the Panel will decide how it should be carried out. After due consideration of all facts they consider relevant, the Panel will reach a decision and may make recommendations, which it shall complete within 14 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 communicated to the Principal. The Panel’s findings and, if any, recommendations will be sent in writing to the parents, 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 7(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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