(i) King’s College School (which includes King’s College Junior School, The Rowans and Wimbledon Common Preparatory School) (“the School”) is committed to providing a high level of teaching and pastoral care for its pupils.

(ii) If a parent (which term includes a guardian) of a pupil has a complaint in relation to that pupil, the School will seek to resolve that complaint promptly, fairly and, if possible, informally.

(iii) This procedure will be used for that purpose.

2. Stage 1 – Informal Resolution

(i) A parent with a complaint shall wherever possible, in the first instance, contact the pupil’s form teacher. The form teacher shall do everything possible to resolve the matter straightaway to the parent’s satisfaction.

(ii) If the form teacher is not able to resolve the matter alone, he or she may seek assistance from the Head or the Deputy Head.

(iii) Where a parent initially contacts a head of department, the Deputy Head or the Head, he or she will refer the complaint to the pupil’s form teacher unless, in the circumstances of the particular case, he or she decides that it is not appropriate to do so.

(iv) If after 15 days of a complaint being made a parent is not satisfied that the matter has been resolved he or she may proceed to stage 2 of this procedure.

3. Stage 2 – Formal Resolution

(i) A parent may complain to the Head.

(ii) Any complaint must be in writing.

(iii) Wherever possible the Head will contact the parent within 15 days of receiving the complaint in order to discuss the matter and achieve an acceptable resolution.

(iv) Where a resolution has not been reached and after the Head is satisfied that he or she has established all the relevant facts (if necessary having carried out further investigations) and has duly considered all that the parent has said, the Head shall decide what action to take.

(v) The Head’s decision and his or her reasons for it, shall be given in writing and sent to the parent.

(vi) Where a parent is still not satisfied that the matter has been resolved he or she may proceed to stage 3 of this procedure.

4. Stage 3- Panel Hearing

(i) A parent may send a complaint to and ask Mr Andrew Chamberlain (a Governor of the School appointed by the Governing Body for this purpose) for a Complaints Panel (“Panel”) to be established.

(ii) The Governing Body shall then establish a Panel to deal with the complaint. The Panel shall be made up of at least three persons each of whom is not directly involved in the matters detailed in the complaint. One member of the Panel shall be independent of the management and running of the School.

(iii) Mr Chamberlain shall then acknowledge the complaint, inform the parent of the composition of the Panel and schedule a hearing date which will be as soon as possible and normally within 28 days from his receipt of the complaint.

(iv) The Panel may decide to require additional material or further particulars of the complaint, or any related matter, in advance of the hearing. Any such additional material or further particulars shall be supplied to all parties at least 14 days before any hearing to consider the complaint and, if necessary, the hearing date shall be deferred.

(v) A parent may attend the hearing of the Panel and be accompanied.

(vi) At the hearing the Panel will do everything possible to achieve an acceptable resolution.

(vii) Where a resolution has not been reached and where the Panel is satisfied that it has established all the relevant facts (if necessary having carried out further investigations) and has duly considered all that the parent has said, the Panel shall make its findings and recommendations (if any).

(viii) The Panel’s findings and any recommendations (which shall be made not later than fourteen days from the date of the final hearing) and its reasons for them, shall be recorded in writing and sent to the parent, the Head, the Secretary to the Governors and, where relevant, the person complained about.

5. Confidentiality and Records

(i) Any complaint will be made and considered in confidence.

(ii) The School will not reveal or disclose to any other person any correspondence, statement or record relating to a complaint made under this procedure, unless the persons to whom the School’s obligation of confidence is owed have given their consent or unless the School is required to do so by law.

(iii) The School will keep a written record of all complaints, the dates on which they are made and of whether they are resolved at the first or second stage or proceed to a Panel hearing.

(iv) No complaint will be considered if it is not received within 3 months of the issue arising.

By Order of the Governing Body

Updated 2009