Statement of Intent
These procedures outline how the school will deal with complaints towards the school or IB programme(s), as well as deal with students’ requests for appeals against IB programme decisions taken by the school.
These procedures adhere to the principles of the IB’s Complaints Procedure (Nov 2018), namely:
- Fairness – we aim to have a fair complaints procedure that ensures everyone is treated equally.
- Courtesy – all communication in relation to this procedure should be based on mutual respect, trust and courtesy.
- Accessibility – we aim to have a complaints procedure that is easy to understand, easy to access and well publicized.
- Timeliness – we aim to ensure that all complaints are dealt with in a timely manner.
- Effectiveness – the complaints procedure is monitored and reviewed to ensure it continues to be effective.
- Attentiveness – you will be given every opportunity to put forward your complaint, and you can be assured that we are listening. We will update you on the process and status of your complaint as appropriate.”
Review and Publication Information
These procedures will be published on the school Intranet and website, in order to ensure they are easily accessible by the school community.
These procedures are effective immediately from July 2022. They will be reviewed every three years, with the next review date being July 2025. These procedures are approved by the SLT.
Complaints towards the school or IB programme(s)
Complaints towards the school or IB programme(s) should be dealt with per the FIS Conflict Resolution Procedure. As part of the informal resolution stage (Part 1), parents/students should contact the MYP or DP coordinator.
Student requests for appeals against IB programme decisions taken by the school
Students may appeal against IB programme decisions taken by the school. This appeal may be initiated by the student themselves, or by their parent/carer.
In all cases, the student should first speak to the relevant member of staff to try to resolve the issue. Most of the time, this conversation will result in an outcome that is satisfactory to both parties.
In case the conversation does not result in a satisfactory outcome, students or their parent/carer should contact the relevant Head of Department, outlining reasons why they feel the decision made was not correct, and arrange a time to meet with the Head of Department. The Head of Department will then follow this procedure:
- The Head of Department will investigate, for example by discussing the case with the teacher, consulting any other necessary stakeholders (e.g. Careers and Higher Education Advisor), looking at assessment data, etc. At this stage the Assistant Head of Secondary/MYP/DP coordinator, as well as the Head of Secondary and Head of Curriculum will be informed.
- The student will have a meeting with the relevant Head of Department. Other relevant stakeholders may be invited too as needed. The student may have someone else present in the meeting if they would like: a friend, parent, teacher outside of the situation, etc. After the meeting, the Head of Department will inform all relevant parties about the outcome of the meeting.
- In case the issue is not resolved, the Assistant Head of Secondary / MYP / DP will arrange a meeting with the student and their parents Before the meeting, the Assistant Head of Secondary / MYP / DP will discuss the case with the Head of Department, and look at relevant evidence (e.g. assessment data). After the meeting, the Assistant Head of Secondary / MYP / DP will inform all relevant parties about the outcome of the meeting.
- In case the issue is still not resolved, the Assistant Head of Secondary / MYP / DP will refer the matter, as appropriate, to the Head of Secondary or Head of Curriculum as appropriate, who will take further action.
As per the FIS Conflict Resolution Procedure, “concerns raised directly to the Board of Directors, Director or section Principal will be referred back to the teacher involved, unless the Director/Principal deems it appropriate to deal with the matter personally.
The teacher, non-teacher, or administrator will aim to resolve the issue within a reasonable amount of time and usually within 2 weeks. The parent will be kept informed of progress. After this time, and should the matter not come to a satisfactory resolution, then parents will be advised to proceed with a formal complaint in accordance with Stage 2 of this procedure.”
Stage 2 of the Conflict Resolution Procedure would be undertaken by a parent/carer on their child’s behalf.
References
International Baccalaureate Organization (UK) Ltd (November 2018): IB Complaints Procedure
Franconian International School (September 2013): Conflict Resolution Procedure