The policy below is currently under review and is subject to change. Please contact the Madressa Administration ( This e-mail address is being protected from spambots. You need JavaScript enabled to view it ) if you have any queries and/or concerns

S I Madressa Parents Complaints Procedure

The Madressa knows that we are not perfect, but we aim to be. That is why we have a complaints procedure. Sometimes we can put things right; sometimes we can only explain ourselves and apologise. But we do want to learn from our mistakes. What you tell us helps us to look at how we do things and helps us to improve our service.

Stages in the complaints procedure

General Guidance: It is normal for each stage in the complaints procedure to be completed before moving to the next stage. In very exceptional circumstances the Principal usually in consultation with the Madressa Administration Team may decide to omit a stage

Stage 1 - Informal

• Discussion of concerns with the Class Teacher & Principal.
• If unsatisfied, parents may make a formal complaint in writing to the Principal.

a.  When a parent is making an initial complaint it is preferable for this to be in writing

b.   A complaint to the Principal will be investigated and responded to within three Sundays.

1. Within the response it will be made clear to the complainant what action, if any, will be taken, the timescale within which it will take place and how the parent/s will be notified of any outcomes. Every effort will be made to resolve the matter

d.  If the parent is not happy with the response to their complaint, the parent should respond to this in writing and this will be considered as a formal complaint. 

Stage 2 – Formal

• On receipt of a formal complaint the Principal or designated member of the Madressa Administration Team, investigates

• Principal notifies outcome of investigation to parents in writing, saying that if they are not satisfied, they may send a written complaint to the Secretary-General of the Khoja Shia Ithna’asheri Muslim Community of London (KSIMCoL)

• The Secretary-General of KSIMCoL will send a written summary of findings to parents and the Madressa together with his decision

• If the parents are not happy with the Secretary-General of KSIMCoL's decision they may ask for the matter to be referred to the President of KSIMCoL

• Following a referral by the Secretary-General of KSIMCoL, the President considers the complaint and reaches a decision; the parents are informed of the decision. The President's decision is final.

1.  If a written complaint is received by the Principal, it will be acknowledged within one week and the complainant told that the matter will be investigated and a response given within a certain time usually within three weeks, beginning on the Sunday on which the complaint was received.
2. Where an investigation takes place written statements will be taken and recorded.
3. If the Secretary-General receives a written complaint from a parent s/he will consult with the Principal before taking action. It is important that all stages of the informal procedure have been exhausted. If this is not the case the Secretary-General will normally advise the complainant to follow the procedures described for the informal stages above.
4. The Secretary-General will acknowledge the written complaint within one week of receipt, stating that the matter is being investigated and that s/he hopes to be able to make a farther response within three weeks.
5. The Secretary-General will undertake an investigation of the matters raised in the complaint
6. After completing the investigation the Secretary-General will prepare a written summary of his findings, writes to the complainant saying the investigation has been completed and may refer to any matter including the following:
   i.    All appropriate steps have already been taken and he considers no further action is necessary
   ii.    As a result of the investigation what arrangements have been made which it is hoped the complainant will find satisfactory
   iii.    If the complainant is not happy with this response, he/she may write to KSIMCoL requesting that the complaint be considered by the President.
7. If the President is to consider the complaint, the complainant should give at least three clear weeks in order to obtain a decision:
8. The President may decide to call a meeting, and if so the following will be circulated to all relevant parties:
   i.    An invitation to attend the meeting
   ii.    Details of date, time and place of meeting
   iii.    A request for copies of any written papers which people may wish to be considered to be sent to the Presidents and the other parties
   iv.    A request for the names of any witnesses who may be called
   v.    Where appropriate, an enquiry as to whether or not it would be helpful for an interpreter to be available
   vi.    An enquiry as to whether or not access should be provided for the disabled
   vii.    A summary of the procedure to be followed at the meeting
9. The hearing by the President will be as informal as possible. The Secretary-General and/or his deputy may also be present. A person appointed by the Secretary-General will be present throughout the hearing and after the parties have withdrawn, in order to take notes.  One person on the panel will be independent of management and running of the school. The President will:
   i.    Stress that the meeting is strictly confidential to those present
   ii.    Outline the procedure to be followed
   iii.    Ask all attending the committee, including witnesses to remain available for approximately one to two weeks after they withdraw from the hearing, in case the committee needs to clarify a point
10. An outline of the procedure for the hearing is given below:
    i.    Both parties are invited to explain their case
    ii.    The Complainant's desired outcome and any possibilities of redress are discussed
    iii.    An attempt is made to resolve the complaint, if possible to the satisfaction of the complainant
    iv.    After the complainant, the Secretary-General and Principal have withdrawn, the President will decide on the recommendations, including any redress measures.
11. The decision and recommendations of the President are sent as soon as possible to all parties.  The President’s decision is final.

Written records will be kept of all complaints indicating at what stage the complaint was resolved.

All correspondence, statements and records of complaints will be kept confidential.

The decision of the President is final.

Note

1. Madressa days are when the pupils are attending; staff induction days are excluded
2. Counting begins on the Madressa Sunday after receipt
3. If the Principal is the subject of the complaint, the Secretary-General of KSIMCoL or a nominated member of the Executive Committee would undertake the investigation.