Complaints Policy & Procedure

Ensuring Every Voice in Our Community Is Heard.

Policy Overview & Open-Door Statement

As a caring British curriculum international school, we value our community. Norwich International School maintains an Open-Door Policy, whereby parents, guardians, and students are welcome to voice concerns to teaching staff, school administration, and senior leaders at any time. Likewise, staff members are encouraged to bring forward concerns to the Senior Leadership in the knowledge that their matters will be dealt with in the strictest confidence, with fairness, and as expeditiously as possible.

Where possible, parents are encouraged to schedule an appointment or speak with teachers before or after class to avoid interrupting instructional time. In urgent cases where an immediate meeting is required, class coverage will be arranged to ensure teaching and learning continue without disruption. At all times, the Senior Leadership Team (SLT) will listen to students, parents, and staff in a fair, open, and non-judgmental environment.

Initial Concerns (Informal Resolution)

Staff members are trained to distinguish between an informal concern and a formal complaint. Addressing informally voiced concerns promptly and seriously at the earliest stage reduces the likelihood of issues escalating into formal grievances.

Academic or Child-Related Concerns: If a concern involves a student, the staff member approached must direct the matter to the child’s Class Teacher or Homeroom Teacher. The teacher will seek to resolve the issue directly through open discussion, clarification, or an apology for miscommunication where appropriate.
Administrative & Operations Concerns: If the matter involves the school administration (e.g., admissions, accounts, facilities, transport, etc), the staff member must refer the issue to the Head Administrator or Head of School.
Documentation & Logging: In both instances, staff involved in resolving informal concerns must inform their head of section and submit written notes of the resolution within 48 hours to maintain an ongoing record.

Formal Complaints Procedure

Formal procedures are invoked when initial informal attempts at resolution prove unsuccessful and the complainant remains dissatisfied. At this stage, the matter is formally escalated to a member of the Senior Leadership Team (SLT) or the Head of School.

Anonymous Complaints: Anonymous complaints regarding pupils, staff, or administration will generally not be processed due to lack of context, unless this is a safeguarding concern. However, if an anonymous complaint presents verifiable factual evidence without personal attack, the SLT will investigate and address the matter. Meetings must be made in advance and not on the spot.

Stage 1: Case Review

Listen to the child in a calm, sympathetic way. Allow the child to tell their story in their words. Promise discretion but not confidentiality.

Stage 2: Complainant Intake

Meet or contact the complainant to clarify concerns and identify what specific outcome would resolve the issue.

Stage 3: Investigation

Interview relevant personnel and witnesses, allowing individuals to be accompanied by a peer or representative if desired.

Stage 4: Escalation & External Review

If unresolved by the Head of School/SLT, parents may appeal to the School Board.

Resolving Complaints & Follow-Up

Review, reflection, open communication, and a constructive approach to problem-solving are central to our resolution process. Depending on the findings, appropriate resolutions may include:

A formal written or verbal apology.
A clear explanation or clarification of events and policies.
An acknowledgment that a situation could have been handled better.
An assurance that measures have been implemented to prevent a recurrence.
An undertaking to review relevant school policies and staff practices.
A scheduled follow-up meeting within an agreed timeframe to review outcomes.