Upton House is committed to safeguarding and promoting the welfare of children and young people, along with their protection and expects all staff and volunteers to share this commitment.

Upton House welcomes suggestions and comments from parents, and takes seriously complaints and concerns they may raise. This guidance will show you how to use our complaints system.

A complaint will be treated as an expression of genuine dissatisfaction which needs a response.

We wish to ensure that:

• Parents wishing to make a complaint know how to do so
• We respond to complaints within a reasonable time and in a courteous and efficient way
• Parents realise that we listen and take complaints seriously
• We take action where appropriate

“How should I complain?”

You can talk directly to a member of staff, write a letter, or telephone. Be as clear as possible about what is troubling you.  The form teacher will make a written record of all concerns and complaints and the date on which they were received.

Any member of staff will be happy to help. It may be best to start with the person most closely concerned with the issue. The form or subject teacher is a good start. They may be able to sort things out quickly, with the minimum of fuss informally. However, you may prefer to take the matter to a more senior member of staff, for example, the Deputy Head or the Head.

“I don’t want to complain as such, but there is something bothering me”.

The School is here for you and your child, and we want to hear your views and your ideas. Contact a member of staff, as described above.

“I am not sure whether to complain or not”.

If as parents you have concerns, you are entitled to complain. If in doubt, you should contact the School as we are here to help.

“What will happen next?”

In the event that you and the form teacher fail to reach a satisfactory resolution, then you are invited to put the matter in writing to the Head.  We will contact you within five working days, to respond to your concerns and explain how we propose to proceed.

In many circumstances, the person you contact will need to discuss the matter with a colleague and consider it further before responding. You will be given a date by which time you will receive a response. If a detailed exploration of the issues is needed, a letter or report will be sent to you as quickly as possible. This will tell you of the outcome of your complaint. It will explain the conclusion, the reasons for it, and any action taken or proposed.

“What happens about confidentiality?”

We cannot entirely rule out the need to make third parties outside the School aware of the complaint and possibly also the identity of those involved. This would only be likely to happen where, for example, a child’s safety was at risk or it became necessary to refer matters to the police. You would be fully informed.

While information relating to specific complaints will be kept confidentially on file, we would point out that anonymous complaints may not be pursued.

Action which needed to be taken under staff disciplinary procedures as a result of complaints would be handled confidentially within the School.

“What if I am not satisfied with the outcome?”

We hope that you will feel satisfied with the outcome, or at least that your concerns have been fully and fairly considered.

If you are not satisfied, the Head will offer to refer the matter for consideration to a Complaints Panel comprising at least three people not directly involved in the complaint, all of whom will be appointed by the Council of Management.  One panel member will be independent of the running of the School.  The panel will consider the complaint within twenty eight working days, and you may be accompanied to the hearing by one other person.  If possible the panel would hope to resolve your complaint immediately without the need for further investigation, but if this is needed the panel will decide how this should be done and shall complete its work within five working days of the hearing.  After all the facts have been considered the panel, whose decision is final, will notify you in writing of its decision and the reasons for it, with copies being sent to the Head, the Council of Management and, where appropriate, to the person who is the subject of the complaint.

The Early Years Foundation Stage

In the Pre-Nursery, Nursery or Transition the School records the complaints as above and keeps the records for at least 3 years.  Parents can make a complaint to Ofsted www.ofsted.gov.uk and/or the ISI should they wish www.isi.net.

Complainants will be informed of the outcome of the investigation within 28 days of having received the complaint.  The School will provide, on request, a written record of all complaints made to Ofsted and the ISI and the action which was taken as a result of each complaint.

The School recognises and acknowledges your entitlement to complain and we hope to work with you in the best interests of the children in our care.