Grievance Procedure for Parents

Beaulieu College welcomes suggestions and comments from parents, and takes seriously complaints and concerns they may raise. This leaflet will show you how to use our complaints system.

A complaint will be treated as an expression of genuine dissatisfaction, which needs a response.

The College is here for you and your son/daughter, and we want to hear your views and your ideas.

We wish to ensure that:


 * Parents wishing to make a complaint know how to do so.
 * We respond to complaints within a reasonable time.
 * Parents realise that we listen, take complaints seriously and take action where appropriate.

How should I complain?
You can talk directly to the member of staff concerned, write a letter, or telephone. Be as clear as possible about what is troubling you.

It is usually best to start with the person most closely concerned with the issue – for example: raise a discipline matter with the Grade Tutor or sports concerns with the Head of Sport. They may be able to sort things out quickly, with the minimum of fuss. However, you may prefer to take the matter to an Executive member of staff, eg. Director of Pupil Matters.

What will happen next?
If you raise something face-to-face or by telephone, it may be possible to resolve the matter immediately and to your satisfaction.

If you have made a complaint or suggestion in writing, we shall contact you within two working days, to respond to your concerns and explain how we propose to proceed.

In many circumstances, the person you contact will need to discuss the matter with a colleague and consider it further before responding. You will be given a date by which time you will receive a response. If a detailed exploration of the issues is needed, a letter or report will be sent to you as quickly as possible. This will tell you of the outcome of your complaint. It will explain the conclusion, the reasons for it, and any action taken or proposed. We ask that you respond in writing either indicating that you are satisfied with the outcome or that you wish to take the matter to a higher level for review.

What happens about confidentiality?
Your complaint or concern will be treated in a confidential manner and with respect. Knowledge of it will be limited to the Head and those directly involved. The Chairman of the Governors may also need to be informed. It is the College’s policy that complaints made by parents should not rebound adversely on their son/daughter.

While information relating to specific complaints will be kept confidentially on file, we would point out that anonymous complaints may not be pursued.

What if I am not satisfied with the outcome?
We hope that you will feel satisfied with the outcome, or at least that your concerns have been fully and fairly considered.

If you are not satisfied, the Head will offer to refer the matter to the Chairman of the Governors. Alternatively, you may wish to communicate directly with the Chairman. The Chairman will call for a full report from the Head, and will examine matters thoroughly before responding. This may result in a positive solution, but if it does not, the Chairman will invite you to a meeting.

If the meeting does not bring about a resolution, the matter may be referred to the College’s Conciliation Committee. It is their task to look at the issues in an impartial and confidential manner. The Committee Convener will invite you to a meeting.

We hope that we will be able to satisfy your concerns.

The College recognizes and acknowledges your entitlement to complain and we hope to work with you in the best interests of the young adults in our care.