About us

>Welcome
>Contact Us
>How to Find Us
>Calendar
  >January
  >February
  >March
>Future Term Dates
>Fees
  >Activities Charges
>Pastoral Care
>Scholarship Successes
>History of the School
>Tribes at DCPS
>The Dining Room
>Community Links
>Uniform
>Comenius Programme
>Expedition to Morocco
>Complaints Procedure

An explanation of the Complaints' Procedure for Parents

Dulwich Preparatory School welcomes suggestions and comments from parents, and takes seriously complaints and concerns that may arise.  This document will show you how to use our complaints system.

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

We wish to ensure that:

• parents wishing to make a complaint know how to do so
• we respond to complaints within a reasonable time and in a courteous and efficient way
• parents realise that we listen and take complaints seriously
• we take action where appropriate.

"How should I complain?"

You can talk directly to a member of staff, write a letter or telephone.  Be as clear as possible about what is troubling you.

Any member of staff will be happy to help.  It may be best to start with the person most closely concerned with the issue - for example to raise the matter with the Form Teacher,

Tutor or Head of Year.  A concern about sport should be raised with the Head of P.E. and a concern about music with the Director of Music.  They may be able to sort things out quickly, with the minimum of fuss.  However, you may prefer to take the matter to a more senior member of staff, for example, in Upper School, the Deputy Head; the Director of Studies; the Director of Pastoral Care and Head of Girls; the Head of Subject or the Headmaster.  In Lower School or Nash House the initial point of contact would normally be the Form Teacher, or the Head of Department.  For more serious matters the issue may be raised with the Headmaster.

"I don't want to complain as such, but there is something bothering me."

The school is here for you and your child, and we want to hear your views and your ideas.  Contact a member of staff, as described above.

"I am not sure whether to complain or not."

If, as parents, you have concerns, you are entitled to complain.  If in doubt, you should contact the school as we are here to help.

"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 during term-time, we will contact you within five 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.  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.

"What happens about confidentiality?"

Your complaint or concern will be treated in a confidential manner and with respect.  Depending on the nature of the complaint, knowledge of it will be limited to the Headmaster and those directly involved.  The Chairman of Governors may also need to be informed.  It is the school's policy that complaints made by parents should not rebound adversely on their children.

We cannot entirely rule out the need to make third parties outside the school aware of the complaint and possibly also the identity of those involved.  This would only be likely to happen where, for example, a child's safety was at risk or it became necessary to refer matters to the police.  You would be fully informed unless the issue was one of Child Protection in which case we reserve the right to contact the appropriate authorities.

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

Action which needs to be taken under staff disciplinary procedures as a result of complaints will be handled confidentially within the school.

"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 Headmaster will offer to refer the matter to the Chairman of Governors.  Alternatively, you may wish to write directly to the Chairman.  If you wish to do so, please send your letter c/o The Secretary to the Bursar, at the School's address.  The Chairman will call for a full report from the Headmaster, and will examine matters thoroughly before responding.  This may result in a positive solution, but if it does not, the Chairman will convene an Appeal meeting to consider your complaint.  The panel will consist of at least three people of whom at least one will be independent of the management and running of the school.  Parents may attend and be accompanied at a panel hearing if they wish.  The complainant, and Headmaster, and where relevant the person complained about, will be given a copy of any judgement and recommendations.

A written record will be kept of all complaints and of whether they were resolved at the preliminary stage or proceed to a panel hearing.  Correspondence, statements and records relating to individual complaints will be kept confidential except where the Secretary of State or a body conducting an inspection under section 162A of the 2002 Act, as amended, requests access to them.

You may contact Ofsted should you wish to make a complaint about a welfare issue for a boarder.  The address is as follows : Royal Exchange Buildings, St Ann's Square, Manchester, M2 7LA.  The website is : http://www.ofsted.gov.uk/.

We hope that we will be able to satisfy your concerns.  If we do not, you may wish to seek independent legal advice.

The school recognises and acknowledges your entitlement to complain and we hope to work with you in the best interests of the children and young people in our care.

Updated October 2007