Introduction                      

Tower College 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 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 telephone or email the Office Staff. In many cases, the matter will be resolved straightaway by this means to the parents’ satisfaction. The Office Staff will make a written record of all concerns and complaints and the date on which they were received.  Should the matter not be resolved within 3 days or in the event that the parent is not given a satisfactory resolution then the parent 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.  She will decide, after considering the complaint, the appropriate course of action to take. 
  • In most cases the Principal will meet with the parents concerned, normally within 7 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 her decision.
  • If parents are still not satisfied with the decision, they should proceed to Stage 3 of this procedure.     

Stage 3 – Complaints Hearing with a member of the  Complaints Panel.

  • If parents seek to invoke Stage 3 (following a failure to reach an earlier resolution), they will be referred to the Complaints Panel who have been appointed by the Board of Governors to call Complaints Hearings.  
  • They are Rev Peter J Partington, Mrs M E Taylor and Mr D A Hardy who are Governors. Rev N Anderson, of St Anns’Church in Rainhill is the independent panel member.The complaint will be acknowledged and a hearing scheduled to take place as soon as practicable and normally within 28 days. 
  • If the Complaints Panel member deems it necessary, he 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 7 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 will not normally be appropriate. 
  • If possible, the Complaints Panel Member will resolve the parents’ complaint immediately without the need for further investigation. 
  • Where further investigation is required, it will be decided at the hearing how it should be carried out.  After due consideration of all the facts considered relevant, the Complaints Panel Member will reach a decision and may make recommendations, which shall be completed within 14 days of the Hearing.  The Governors will write to the parents informing them of the decision and the reason for it.  (The decision of the Complaints Panel will be final.)  The findings and recommendations, if any, will be sent in writing to the parents, the Principal, the Governors, and where relevant, the person about whom the complaint is made.

                                              
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 6(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.    

Signed for and on behalf of the Governors   


M R Condliffe(Mrs)Governor 

January 2010

                

Tower College, Christian Schools Ltd. Charity Number 526611