The Brick Lane Jamme Masjid Madrassah is committed to providing a high standard of education and care to all students. We value the partnership between parents/guardians and the Madrassah, and we believe that open communication is essential in resolving any concerns or complaints. This policy outlines the process for parents/guardians to raise complaints and how these will be handled by the Madrassah.
The purpose of this Parent/Guardian complaints policy is to:
This policy applies to all parents, guardians, and carers of children attending the Madrassah. It covers complaints relating to educational services, pastoral care, facilities, and general operations within the Madrassah.
We will not normally investigate anonymous complaints. However, the Headteacher or Chair of Trustees, if appropriate, will determine whether the complaint warrants an investigation.
Complaints must be raised within three months of the incident or, in the case of a series of related incidents, within three months of the last incident in the series. Complaints made outside of this time frame may be considered if there are exceptional circumstances justifying the delay.
1. Informal resolution
We encourage parents/guardians to discuss their concerns informally with the relevant staff member (e.g., teacher, Headteacher). Many issues can be resolved quickly at this stage through open communication.
2. Formal complaints process
If the matter cannot be resolved informally, parents/guardians may submit a formal complaint. This can be done by:
In the complaint, parents/guardians should clearly state:
1. Acknowledgment of complaint
Upon receiving a formal complaint, the Madrassah will acknowledge receipt within 5 working days. The Headteacher will review the complaint and may request further information if necessary. If the complaint concerns the Headteacher, it should be directed to the Chair of Trustees.
2. Investigation of complaint
The Headteacher will investigate the complaint thoroughly. This may involve speaking with the relevant staff members, reviewing any relevant records, or interviewing witnesses. The investigation will be conducted impartially and discreetly.
3. Response to the complaint
Once the investigation is complete, the Headteacher will provide a written response to the parent/guardian within 10 working days. The response will include:
If the investigation takes longer than expected, the parent/guardian will be informed of the delay and the new expected response time.
If the parent/guardian is not satisfied with the outcome of the complaint or the response provided, they may appeal to the Board of Trustees. The appeal should be submitted in writing within 10 working days of receiving the initial response.
The Board of Trustees will review the complaint and the actions taken to resolve it. The Trustees may decide to:
The parent/guardian will receive a written response from the Board of Trustees within 15 working days of receiving the appeal. The Board's decision will be final.
All complaints will be treated confidentially, and information related to the complaint will be shared only with those directly involved in the investigation or resolution process. Parents/guardians can be assured that their complaint will not affect the treatment of their child at the Madrassah. Electronic/digital recordings of meetings or conversations are not permitted.
Parents/guardians who wish to make a complaint can contact the Madrassah at any stage for support in the process. The Madrassah will ensure that parents/guardians are not subject to any unfair treatment or victimisation during the complaints process.
If you are not satisfied with the Headteacher's response, you may appeal in writing to the Board of Trustees. A complaint concerning the Headteacher should instead be directed to the Chair of Trustees.