Complaints
At AKIS, we are committed to addressing any concerns or complaints parents may have regarding the school, its staff, or its practices. We aim to resolve issues as quickly and effectively as possible, ideally through informal means. However, if necessary, formal procedures are in place to ensure complaints are thoroughly investigated and resolved.
The complaints guidelines provide a clear framework for handling and resolving complaints from parents, students, and other stakeholders. We aim to resolve issues informally whenever possible, but are prepared to follow formal procedures if needed.
These guidelines apply to complaints related to the school’s operations, including academic and administrative matters. Complaints related to Human Resources (HR) are managed separately, according to HR policies.
How to raise a complaint?
Stage 1: Informal complaint
We encourage parents to raise any concerns directly with the relevant member of staff or the head of school. This can be done in person, by telephone, or email. The school will acknowledge complaints on the same working day, and aim to resolve it within two working days. If it is not resolved, parents may escalate the issue to a formal complaint.
Stage 2: Formal complaint
If a concern is not resolved informally, parents may submit a formal complaint by emailing This email address is being protected from spambots. You need JavaScript enabled to view it.. Relevant details such as dates, times, and supporting documents should be included. The relevant head of school, or another senior leader, will investigate the complaint and will respond within two working days.
Stage 3: Review panel
If a parent is not satisfied with the outcome of the formal complaint, they can request a review by a panel. The panel, which consists of senior school staff who were not involved in the initial complaint, will meet within two working days and provide a decision within three working days.
Complaints against senior staff
Complaints against heads of school or senior leaders
If a complaint involves the head of school or another senior leader, it should be directed to the executive principal. If the complaint is against the executive principal, it should be directed to the education manager. The same stages of informal and formal complaint processes apply.
Persistent or unreasonable complaints
The school aims to resolve all complaints fairly. However, if a complaint becomes unreasonable such as being repetitive, harassing, or obsessive, the school may take steps to manage communication with the complainant, such as limiting the frequency of contact or appointing a single point of contact.
Stopping response
The school may stop responding to complaints if all reasonable steps have been taken and the complainant continues to contact the school disruptively. The complainant will be informed if this decision is made.
Record keeping and confidentiality
The school maintains detailed records of all complaints, including actions taken and outcomes. These records are kept confidential and accessible only to those involved in the complaint process unless required by law, or for safeguarding purposes.
