Complaints Procedure

Victoria English School

At Victoria English School, we are committed to providing a high standard of education and service. We value feedback from our students, staff, and other stakeholders and aim to address any complaints or concerns promptly and fairly. This Complaints Procedure outlines the steps to follow if you have a complaint regarding any aspect of our services, including teaching, facilities, or the behavior of staff or students.

1. Informal Stage: Initial Resolution

1.1 Informal Discussion
If you have a complaint, we encourage you to first discuss the issue informally with the relevant person involved (e.g., a teacher, administrator, or other staff members). In many cases, complaints can be resolved quickly and amicably through open and direct communication.

  • For students: You should speak directly to your teacher or the member of staff involved.
  • For other issues: If your complaint is related to facilities, administration, or other services, please contact the relevant department head or school administrator.

1.2 Outcome of Informal Discussion
If the issue is resolved informally, no further action will be necessary. The complaint will be considered closed. However, if the matter is not resolved informally or you are not satisfied with the outcome, you may proceed to the formal stage.

2. Formal Stage: Written Complaint

2.1 Submitting a Formal Complaint
If your complaint has not been resolved through informal discussions, you can submit a formal complaint in writing. The written complaint should be submitted to the School’s Complaints Officer or School Administrator and must include the following:

  • A clear description of the complaint, including the events or situation that led to the complaint.
  • The name(s) of the person(s) involved.
  • Any relevant dates, times, or evidence to support the complaint.
  • The steps you have already taken to try to resolve the issue informally (if applicable).
  • What outcome or resolution you are seeking.

2.2 Acknowledge Receipt
Once we receive your formal complaint, we will acknowledge receipt of your complaint within 5 working days. This acknowledgment will include information on the next steps of the procedure.

2.3 Investigation
The complaint will be investigated by the appropriate staff member or a designated complaints officer. We will aim to resolve the issue as quickly as possible and will aim to provide a response within 10 working days of receiving the formal complaint. In some cases, more time may be needed if the investigation is complex, but we will keep you informed of the progress and any delays.

2.4 Outcome of Formal Investigation
Once the investigation is complete, you will receive a written response detailing:

  • The findings of the investigation.
  • Any actions taken or decisions made in response to the complaint.
  • Any proposed resolution or steps that will be taken to prevent similar issues in the future.

If you are satisfied with the response, the complaint will be considered closed. If you are not satisfied with the outcome, you may proceed to the next stage.

3. Appeal Stage: Escalating the Complaint

3.1 Appealing the Decision
If you are not satisfied with the outcome of the formal investigation, you have the right to appeal the decision. The appeal must be submitted in writing to the Complaints Officer or School Principal within 10 working days of receiving the response.

The appeal should include:

  • A clear explanation of why you are dissatisfied with the decision.
  • Any additional information or evidence that may support your appeal.

3.2 Appeal Review
The Principal or a senior member of staff will review your appeal and, if necessary, hold a meeting to discuss the matter further. We will aim to respond to your appeal within 10 working days.

3.3 Final Decision
Once the appeal has been reviewed, you will receive a final written decision. This decision will be considered final, and no further action will be taken unless new evidence is presented.

4. External Review (if necessary)

4.1 Referral to an External Body
If you are still dissatisfied with the outcome of the complaints process after the final decision, you may refer your complaint to an external body. For students, this could include:

  • The British Council (if the complaint relates to accreditation or the quality of the educational services).
  • The Office of the Independent Adjudicator (OIA) for complaints regarding academic matters (for higher education institutions).
  • The relevant ombudsman or regulatory body for other complaints, depending on the nature of the issue.

4.2 External Review Process
Before referring your complaint to an external body, we encourage you to exhaust the school’s internal complaints procedure. External bodies will generally require you to demonstrate that you have followed our internal process before they will review the matter.

5. Confidentiality and Protection from Retaliation

5.1 Confidentiality
We will handle all complaints in a confidential manner. Information will only be shared with those who need to know in order to investigate the complaint or resolve the issue.

5.2 Protection from Retaliation
Students or staff members who submit a complaint are entitled to do so without fear of retaliation or negative consequences. Retaliation in any form will not be tolerated and may result in disciplinary action.

6. Monitoring and Reporting

6.1 Record Keeping
We maintain a record of all complaints, investigations, and outcomes. This helps us monitor trends, improve our services, and ensure that all complaints are handled fairly and consistently.

6.2 Annual Review
We review our complaints procedure regularly to ensure that it remains effective, fair, and transparent. Any improvements to the procedure will be communicated to students and staff.

7. Contact Details for Complaints

  • admin@victoriaschool.uk

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