Complaints policy

Handling complaints

 

At BritAcademy, we believe that children and parents are entitled to expect courtesy and prompt, careful attention to their needs and wishes. We welcome suggestions on how to improve our school by holding regular Parent Forums and will give prompt and serious attention to any concerns. We anticipate that most concerns will be resolved quickly by an informal approach to the appropriate member of staff. If this does not achieve the desired result, we have a set of procedures for dealing with concerns. We aim to bring all concerns to a satisfactory conclusion for all of the parties involved.

 

Procedures

Making a complaint

 

Stage 1

 

  • Any parent  who  has  a  concern  about  an  aspect  of  BritAcademy provision talks over, first of all, his/her concerns with the designated key-worker for his child
  • Most complaints should be resolved amicably and informally at this stage.

Stage 2

If Stage 1 does not have a satisfactory outcome, or if the problem recurs, the parent moves to this stage of the procedure by putting the concerns or complaint in writing to the Headmaster

  • We store all written complaints from parents in the school office.
  • When the investigation into the complaint is completed, the Headmaster meets with the parent to discuss the outcome.
  • Parents are informed of the outcome of the investigation within 28 days of making the complaint.
  • When the complaint is resolved at this stage, the summative points are logged in our Complaints  Record.

 

Stage 3

 For issues/complaints that cannot be solved satisfactorily by the school manager, one of the three shareholders is to be contacted: Radu Alexandru Cata at office@aliatong.ro , phone number 0213348406  ,  Roman Viorel at office@aliatong.ro, phone number 0213348406, or Mihai Racovitan at mihai.racovitan@yahoo.com, phone number 0771101781

 

Stage 4

  • If at stage three the concerned parties cannot reach agreement, an external mediator could be invited to help to settle the complaint. Aliat has a fruitful collaboration with a mediation office, “Kolcze and Iliuta” The mediator should be acceptable to both parties, listen to both sides and offer advice. A mediator has no legal powers but can help to define the problem, review the action so far and suggest further ways in which it might be resolved.
  • Staff or volunteers within BritAcademy are appropriate persons to be invited to act as mediator.
  • The mediator keeps all discussions confidential. The mediator keeps an agreed written record of any meetings with the parties involved that are held and of any advice s/he gives.

Stage 5

  • When the  mediator  has  concluded  her/his  investigations,  a  final  meeting  between  the parent and the Headmaster is held.

 

The mediator’s  advice is used to reach this conclusion.  The mediator is present at the meeting if all parties think this will help a decision to be reached.