This procedure applies to parents of current and former students of the school. Holborn Institute prides itself on the quality of the teaching and pastoral care provided to its students. However, if parents do have a concern or complaint, they can expect it to be treated by the Institute in accordance with this procedure.
This document gives you guidance on how to draw our attention to any issues you would like addressed. The Institute is here for you and your child, and we want to hear your views and ideas. Each year you will have Parents’ Evenings when you can discuss your child’s progress with his/her teachers; you are also encouraged to speak to staff with concerns at any other time.
We wish to ensure that:
- Parents wishing to contact the Institute know how to do so
- We respond to parents in a courteous and efficient way
- Parents realise that we listen and respond to their comments in a positive manner
- We take appropriate actions
HOW SHOULD I CONTACT THE INSTITUTE?
You can arrange to talk to the appropriate member of staff, write a letter, telephone or email the Institute.
Telephone messages can be left with the Programme Manager who may be able to arrange appointments to meet staff. Tel: 08038571983 or email: [email protected]
WHAT WILL HAPPEN?
We will always try to resolve concerns or complaints to your satisfaction. If you raise something face-to-face or by telephone, it may be possible to resolve the matter immediately and to your satisfaction. In some circumstances, the person may need time to discuss the issues with others before informing you of an outcome.
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 normally contact the programme manager.
The programme manager will make a record of all the concerns and complaints and the date on which they were received. Should the matter not be resolved within 2 weeks or the programme manager and the parent fail to reach a satisfactory resolution then parents are 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 Director of Studies. The Director of Studies will decide, after considering the complaint, the appropriate course of action to take. The Director of Studies will meet or speak to the parents concerned, within 7 days of receiving the complaint, to discuss the matter. In the School holidays, the complaint will be acknowledged and an appropriate time scale agreed with the parents for a response.
If possible, a resolution will be reached at this stage.
If the Director of Studies must carry out further investigations, the parents will be informed of the timescale for this process.
The Director of Studies may consult with an appropriate member of the Board of Directors to assist with the resolution of the complaint at this stage. The Director of studies will keep written records of all meetings and interviews held concerning the complaint.
Once the Director of Studies is satisfied that, so far as is practicable, all of the relevant facts have been established, a decision will be made within two weeks of the receipt of the ‘Stage 2’ complaint and parents will be informed of this decision in writing. The Director of Studies will also give reasons for his decision.
If parents are still not satisfied with the decision, alternative dispute resolution or the law court may be considered.
Dr. Patrick Okonmah
Director of Studies.