Date: April 2026 (refreshed)
Review Date: April 2027
Coordinator: Kirsten Roy
Nominated Governor: Vicki May
Version: 04.26-draft
Refreshed for ISS Part 7 compliance — signed off April 2026
This procedure was revised on 2026-04-29 to close five gaps identified against Independent School Standards Part 7 (paragraphs 7.1–7.11): accessibility statement (7.3); three-person panel composition (7.7); parental rights at hearings (7.8); findings and inspection access (7.9); confidentiality and regulatory access clause (7.11).
Status: live — signed off 29 April 2026 by Proprietor and Governing Body.
Policy Statement and Purpose
The Haven is committed to listening to learners, parents/carers, and commissioning partners. We welcome feedback and view complaints as an opportunity to learn, improve, and strengthen trust.
This procedure provides a clear, fair, and accessible route for raising concerns. It ensures that all complaints are handled promptly, impartially, and in accordance with the Independent School Standards (Part 7) and the Education (Independent School Standards) Regulations 2014 (as amended).
This policy is available to all parents and carers on request and is published on The Haven’s website (https://thehavenonline.school/).
Scope
- This procedure applies to complaints from parents/carers, learners, and external partners (including Local Authorities and schools).
- It does not apply to staff employment concerns, which are covered under Grievance and Disciplinary Policy v10.25.
- Safeguarding concerns must be referred directly to the Kirsten Roy and will not be investigated solely under this procedure. See Child Protection and Safeguarding Policy v01.26.
- Allegations against staff are managed under Managing Allegations Against Staff Policy v01.26.
Stages of the Procedure
1. Informal Resolution
- Concerns should be raised initially with the relevant educator, coordinator, or the Kirsten Roy, where appropriate.
- We aim to resolve issues quickly and informally wherever possible.
- Where a parent or carer remains dissatisfied after informal discussion, they may proceed to the formal stage below.
2. Formal Complaint (Stage 1)
- If unresolved, a formal complaint should be submitted in writing to the Cathy Wassell (or nominated senior leader).
- The complaint will be acknowledged within 5 working days.
- A thorough, fair investigation will be undertaken.
- A written response will be issued within 20 working days of acknowledgement, setting out findings, conclusions, and any actions taken.
3. Panel Hearing (Stage 2)
- If the complainant is dissatisfied with the Stage 1 outcome, they may request a panel hearing in writing.
- The panel will consist of at least three members, one of whom will be independent of the management and governance of The Haven.
- The hearing will be scheduled within 20 working days of the written request.
- Parents and carers may attend the hearing and may be accompanied if they wish (e.g. by a relative, friend, advocate, or representative).
The panel will:
- Consider all relevant evidence in a fair and impartial manner.
- Make findings and recommendations, which will be:
- Provided in writing to the complainant and, where relevant, the person complained about; and
- Made available for inspection on the premises by the Cathy Wassell and the Kirsten Roy.
- Provide its written decision within 10 working days of the hearing.
4. Further Escalation
If the complaint remains unresolved following the panel’s decision, parents/carers may escalate the matter to the appropriate regulatory body — for example, Ofsted, the Local Authority, or the Department for Education, depending on commissioning arrangements.
Record Keeping
- A written record is kept of all complaints made under this procedure.
- The record details whether complaints:
- Were resolved at the preliminary stage or proceeded to a panel hearing; and
- Any actions taken by The Haven as a result, regardless of whether the complaint was upheld.
- All complaints are logged and retained for a minimum of three years.
- Governors review anonymised complaint data annually.
Confidentiality
All correspondence, statements, and records relating to individual complaints are kept confidential, except where the Secretary of State or a body conducting an inspection requests access in accordance with statutory powers.
Monitoring and Review
- Termly DSL-led checks identify patterns and ensure a proportionate response.
- Annual review by Governors ensures continued compliance with the Independent School Standards (Part 7).
- This policy will next be reviewed in April 2027 or sooner should regulations or practice require amendment.