"Haberdashers' was the making of me."
	George Garnett, Fellow of St. Hugh's College, Oxford.

Parents' Complaints Procedure

Introduction

The School 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 this procedure.

On any serious matter parents should write directly to the Headmaster to register their complaint.

The notes below are intended to help parents who have a concern which is less serious and which they hope can be resolved without involving the Headmaster.

Stage 1:  Informal Resolution of Complaints or Concerns

• It is hoped that most complaints and concerns will be resolved quickly and informally.
• A concern can often be resolved by contacting any member of staff, who will either deal with the concern themselves or put you in touch with the colleague who can help.
• If parents have a more significant complaint they should normally contact the senior colleague responsible for the area of concern:
• On a pastoral matter, the Housemaster
• On an academic matter, the Head of Department
• On a general school matter, the Head of Section
• On a matter involving Habs Boys and Girls’ School, or the main school and the Prep school,  the Senior Master

Where necessary these senior colleagues will undertake an investigation and report back to you. If appropriate you will be invited into school to discuss the matter further. The resolution of the complaint will be recorded in a letter from the school.

• Should the matter not be resolved within a reasonable period of time or in the event that the senior colleague and the parent fail to reach a satisfactory resolution then parents 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 parents should put their complaint in writing to the Headmaster. The Headmaster will decide, after considering the complaint, the appropriate course of action to take.
• In most cases, the Headmaster will meet with or speak to the parents concerned, normally within three days of receiving the complaint, to discuss the matter. If possible, resolution will be reached at this stage.
• It may be necessary for the Headmaster to carry out further investigations.
• The Headmaster will keep written records of all meetings and interviews held in relation to the complaint.
• Once the Headmaster is satisfied that all of the relevant facts have been established, a decision will be made and parents will be informed of this decision in writing. The Headmaster will also give reasons for his decision.
• If parents are still not satisfied with the decision, they should proceed to Stage 3 of this Procedure.

Stage 3:  Panel Hearing

• If parents seek to invoke Stage 3 (following a failure to reach an earlier resolution), they will be referred to the Chairman of the Boys’ School Committee, who has been appointed by the Governors to call hearings of the Complaints Panel.
• The matter will then be referred to the Complaints Panel for consideration.
• The Panel will consist of two Governors not directly involved in the matters detailed in the complaint. In addition the Governing Body will appoint an independent person to sit on the Panel. The independent person will have no direct connection with the school or its Governing Body. The Chairman of the Boys’ School Committee, on behalf of the Panel, will then acknowledge the complaint and schedule a hearing to take place as soon as practicable and normally within fourteen days.
• If the Panel deems it necessary, it 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 three 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.   It is not the intention that the parties should be legally represented at the hearing. 
• If possible, the Panel will resolve the parents’ concern immediately without the need for further investigation.
• Where further investigation is required, the Panel will decide how to carry out the investigation. After due consideration of all facts they consider relevant, the Panel will form a decision and may make recommendations, which it shall complete within seven days of the Hearing. The Panel will write to the parents informing them of its decision and the reasons for it. The decision of the Panel will be final. The Panel’s findings and, if any, recommendations will be sent in writing to the parents, the Headmaster, the Governors and, where relevant, the person complained of.

Parents can be assured that all concerns and complaints will be treated seriously and discreetly.