At GIS, we aim to partner with parents by seeking parents’ views and encouraging parents to participate in the decision-making process of the service. We undertake to ensure all complaints are taken seriously and dealt with fairly and confidentially. We will endeavour to quickly and informally resolve complaints through discussion with the parents and members of staff, as appropriate.

Children will be made aware of the complaints procedure in an age-appropriate manner.

Procedure to Be Followed If a Parent/ Guardian Has a Complaint

• If a parent/guardian is not satisfied with any aspect of the School's service, they should first seek to resolve the issue informally by discussing it with management.
• If the issue is unresolved or reoccurs, parents should put their complaint in writing to Management.
• The Governing Board may then nominate one of its members to meet with the parents and the Headmaster (as appropriate) to try and resolve the issue. This will be done at the earliest opportunity.
• If the issue remains unresolved, it may be necessary for a third party to mediate for the resolution of the complaint.
• Written records of the discussion and agreements made during this meeting will be kept and copies made available to parents, Headmaster or other involved staff (as appropriate).

GIS welcomes children’s and parents’ views on the development of the service. Careful attention and a prompt and courteous response will be given to any suggestions, comments or complaints thereby ensuring the development of a high-quality childcare service that meets the needs of children and parents. An early opportunity to highlight issues can prevent problems from arising. Parents are encouraged to try and resolve their differences informally, through discussion with management.

If this is unsuccessful, the following procedure must be followed:
Complaints Procedure

• If you wish to make a complaint, you should put it in writing to the School Management who will try to resolve the matter.
• The Management Board will have a disciplinary/complaints panel in place. This panel will comprise the Chairperson and two other members of the Board.
• A written acknowledgment of the complaint will be sent as soon as possible.
• If the complaint is related to the behaviour of a member of staff, the staff will be informed and given the full details of the complaints made.
• If required, a request may be made in writing to the Board of Management to have the complaint heard by a wider group. This group could comprise of disciplinary/ complaints panel plus an external mediator.
• Membership of this panel will not comprise of any person directly involved in the complaint or related to the complainant, or staff member.
• The person making the complaint may be accompanied by another person.
• Following the request, a hearing should be arranged within one month of the lodging of the complainant.
• An agreed written record of the meeting will be kept by the external mediator and, where appropriate, a formal letter of the outcome will be issued within a reasonable time following the meeting.
• In instances where the complaint involves the welfare of a child/ children, the information will be made known to the relevant authorities and the full Governing Board, through the Chairperson.
• Confidentiality is of the utmost importance when dealing with complaints.
• All complaints will be dealt with at the earliest opportunity. This will be no later than the next Board meeting after a complaint is made.