Parent Complaints Procedure
Introduction DUCKS is one of the five schools of Dulwich College and has long prided itself on the quality of the teaching and pastoral care provided to its pupils. However, if parents do have a complaint, they can expect it to be treated by the College in accordance with this Procedure. Parents can be assured that all concerns and complaints will be treated seriously and confidentially. Documentation and Record-keeping A copy of this procedure can be found on the College website and is available to parents, pupils and staff. Correspondence, statements and records relating to individual complaints will be kept confidential except to the extent required by paragraph 6(3)(f) of the Education (Independent Schools Standards) (England) Regulations 2015 (as subsequently amended), by the Secretary of State or where disclosure is required by the Independent Schools Inspectorate under Section 162A of the Education Act 2002 (as amended), or under other legal authority. The College maintains a record of all parent complaints for at least three years for regular review by senior management and for inspection purposes. The record states whether the complaint was resolved at the preliminary stages or proceeded to a panel hearing. In the case of a complaint relating to a child in the EYFS the record will state the action taken as a result of the complaint. The College will provide ISI or Ofsted, on request, with a written record of all complaints made during any specified period and the action taken as a result of each complaint. Complaints by EYFS Parents Parents of children in the EYFS may complain to the ISI and/or Ofsted: • ISI, CAP House, 9-12 Long Lane, London EC1A 9HA (telephone 020 76000 100). • Ofsted, Piccadilly Gate, Store Street, Manchester M1 2WD (telephone 0300 123 1231). The College must investigate a written complaint relating to its fulfilment of the EYFS requirements and notify complainants of the outcome of the investigation within 28 days of having received the complaint. The time limits specified in Part B of the Procedure (held on the web site www. dulwich.org.uk ) shall be adapted by the College in relation to such a complaint in order to comply with this requirement.
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