Croydon Arabic School

Complaints Handling Policy

(Ofsted & Charity Commission Compliant)

 1. Policy Statement

Croydon Arabic School is committed to providing a high-quality educational service and to handling complaints in a fair, transparent and timely manner.

The school views complaints as an opportunity to improve practice and strengthen relationships with pupils, parents and the wider community.

 2. Scope

This policy applies to complaints made by:

•  Parents and carers
•  Pupils
•  Staff
•  Volunteers
•  Members of the public

 3. Definition of a Complaint

A complaint is any expression of dissatisfaction about the school’s services, actions or decisions.

 4. Informal Resolution

Where possible, complaints should first be raised informally with the class teacher or school management to allow for early resolution.

 5. Formal Complaints Procedure

If the issue is not resolved informally, a formal complaint should be submitted in writing to the school administration.

Formal complaints will be:

•  Acknowledged within 5 working days
•  Investigated thoroughly
•  Responded to in writing within 20 working days

 6. Escalation

If the complainant is not satisfied with the outcome, the complaint may be escalated to the school trustees or governing body.

 7. Confidentiality

All complaints will be handled confidentially and in line with data protection legislation.

 8. Monitoring and Record Keeping

All complaints and outcomes are recorded and reviewed to identify trends and areas for improvement.

 9. Review

This policy is reviewed annually.

Reviewed on: 10 January 2026