Complaints Policy

We want to hear from parents and children when something is not right. Complaints are taken seriously, handled fairly, and used to improve the maktab. No child or family will be treated unfavourably for raising a concern.

How to complain

Contact us on WhatsApp at 07943 821496, or speak to a member of staff at the end of a session. You may complain verbally or in writing.

Stage 1 — informal

Most concerns are best resolved quickly and informally. Raise the matter with your child’s teacher or the session lead. We aim to respond within 5 working days.

Stage 2 — formal

If you are not satisfied, put your complaint in writing to maktab leadership, setting out what happened, when, and what outcome you are seeking. We will acknowledge within 5 working days and give a written response within 15 working days. Where the investigation takes longer, we will tell you why and give a new date.

Stage 3 — review

If you remain dissatisfied, you may ask for the matter to be reviewed by a member of the management committee who has not previously been involved. They will respond within 15 working days. This decision concludes our internal process.

Records

All formal complaints, the investigation and the outcome are recorded and stored securely. Records are available to the local authority on request. We review complaints periodically to identify patterns.

Safeguarding complaints

If your concern is that a child has been harmed or is at risk of harm, it is dealt with under our Safeguarding Policy, not this procedure. You do not have to come to us first — you can contact Walsall children’s social care on 0300 555 2866, or the police on 999 in an emergency.