Complaints Procedure

Complaints Policy

Number of complaints registered under the formal procedure in the preceding school year (2025-26): none.

(Formal complaints recorded between September 2018 and June 2026: two). 

Complaints Procedure

In the vast majority of cases, problems and concerns can be dealt with by way of a brief meeting or telephone call between parents/pupils and the teacher(s) involved. Apart from when they are very minor in nature, these contacts are logged and recorded on pupil files.

If at any time a member of staff has any concerns regarding the safety of a child, he or she should alert the Designated Safeguarding Lead immediately. Safeguarding concerns will be handled under the Child Protection (Safeguarding) Policy without waiting for the conclusion of a complaint.

The complaints procedure has three stages: informal resolution, a written formal complaint, and, if the parent remains dissatisfied, a panel hearing. The school will make reasonable adjustments so that parents can use the procedure.

If a parent writes to a member of staff expressing concern or complaint, the member of staff will contact the parent in writing or in person within two school days of receipt either to attempt to deal with the matter or to explain that the letter has been referred to the Principal and that a reply can be expected by a given date.

If a parent contacts the school to discuss an incident which has taken place within school, the first point of reference will be the form tutor or the member of staff involved in the incident or with the closest involvement in it. If the issue cannot be resolved immediately, the parent will be asked to come in to school at a convenient time to meet with the member of staff.

If the meeting or its outcome does not, in the opinion of the parent, fully deal with the issue, the parent may make a formal complaint in writing to the Principal, c/o the school. The Principal will acknowledge it within two school days and provide a written decision, with reasons, within ten school days. If more time is needed, the parent will be told why and given a revised date. A complaint about the Principal should be sent to the Chairman of the Board, who will arrange for it to be considered at this formal stage by someone not directly involved.

If the parent is still not satisfied with the written response at the formal stage, he or she may request a panel hearing in writing to the Chairman of the Board, c/o the school. The Chairman will acknowledge the request within two school days and arrange a hearing, normally within twenty school days of the request. If this is not possible, the parent will be told why and given a revised date. The panel, rather than the Chairman alone, will decide the complaint at this final stage.

A record of all meetings and hearings referred to above will be made at the time and held confidentially within school. At any of the stages a parent, or parents, may choose to be accompanied by another person.

Where a parent requests a panel hearing after the formal stage, the school will arrange one. The panel will consist of not fewer than three people who have not been directly involved in the matters complained about. At least one panel member will be independent of the management and running of the school, including the Board and proprietor. The Chairman of the Board may sit on the panel only if not directly involved in the matter. Parents will be invited to attend and may be accompanied. If a parent chooses not to attend, the hearing will still take place in accordance with this procedure.

The panel will make findings and recommendations. The Chairman of the panel will provide a written copy to the complainant and, where relevant, the person complained about, normally within ten school days of the hearing. The findings and recommendations will be available for inspection on the school premises by the proprietor and the Principal.

A written record will be kept of every complaint made at the formal stage, whether resolved then or proceeding to a panel, and of any action taken by the school, whether or not the complaint is upheld. Correspondence, statements and records relating to individual complaints will be kept confidential except where the Secretary of State or a body conducting an inspection under section 109 of the Education and Skills Act 2008 requests access. This procedure will be available to parents and appear on the school website.

GDPR & Data Protection Complaints Procedure

(Statutory duty under section 164A, Data Protection Act 2018, inserted by DUAA 2025)

From 19 June 2026, all UK organisations must:

• Provide a clear way for individuals to raise data protection complaints

• Acknowledge complaints within 30 days

• Investigate without undue delay

• Keep complainants informed

• Communicate the final outcome promptly

IGS: Durham treats any expression of dissatisfaction relating to personal data as a data protection complaint, regardless of the communication channel used.

How to Raise a Data Protection Complaint

Complaints may be submitted via:

• Email to the school office, marked for the Data Protection Lead

• Written letter

• Telephone

• In-person

• Paper form (see Appendix)

Any communication that clearly expresses dissatisfaction about the handling of personal data, including verbal contact with staff. The form is optional.

Acknowledgement

The school will acknowledge data protection complaints within 30 calendar days of receipt, or by the next working day if day 30 falls on a weekend or public holiday. Investigation starts when the complaint is received, without waiting for acknowledgement. The school will make arrangements to receive and acknowledge complaints during school holidays.

Investigation

The Data Protection Lead will:

• Verify identity and authority (especially for complaints made on behalf of others)

• Review relevant systems, records, and processes

• Consult processors or third parties where necessary

• Document all findings and actions

• Keep the complainant informed of progress (section 164A(4)(a))

Response

The school will:

• Issue a final written outcome without undue delay (section 164A(4)(b))

• Explain any corrective or preventative actions taken

• Provide information on further rights and escalation routes

Escalation to the ICO

If dissatisfied, individuals may escalate the matter to the Information Commissioner’s Office (ICO). The ICO encourages internal resolution first but may be contacted at any stage.

Record-Keeping

The school will maintain secure records of:

• All complaints

• Investigations

• Outcomes

• Actions taken

• Policy changes resulting from complaints

Records will be retained in accordance with the school’s Data Retention Schedule.

Complaints Involving Children

Where complaints involve or are made by children, the school will:

• Use age-appropriate communication

• Consider safeguarding implications

• Ensure the child’s voice is heard appropriately

• Consult parents where appropriate

Unreasonable or Serial Complaints

The school may apply proportionate arrangements for managing contact where behaviour becomes:

• Abusive

• Repetitive without new evidence

• Vexatious

Any such decision will be made by the Principal and communicated in writing. It will not prevent a parent from completing the statutory formal and panel stages, or prevent a data subject from exercising data protection rights.

Monitoring and Review

The Board will review this policy annually or sooner if:

• Legislation changes

• ICO guidance is updated

• A significant complaint necessitates revision

For the school complaints stages, parent includes a person with parental responsibility for, or care of, a pupil currently at the school. The data protection complaints route is available to any data subject entitled to complain under section 164A, including pupils, former pupils and staff.

This policy should be read in conjunction with the Safeguarding (Child Protection) Policy and other relevant Policies.

Independent Grammar School: Durham, May, 2026 

Reviewed September 2026

Next review September 2027

Appendix: IGS: Durham – example of a suitable Data Protection Complaint Form

Optional form for complaints under section 164A of the Data Protection Act 2018

1.         Complainant Details

Full Name:

Address:

Email Address:

Telephone Number:

Preferred Contact Method: Email / Phone / Post

2.         Relationship to the School

Are you the data subject?                   Yes / No

If No, please state your relationship (e.g., parent, carer, staff member, former student)

3.         Details of the Concern

Please describe the data protection issue you wish to raise. Examples include: inaccurate pupil records, inappropriate data sharing, failure to respond to a subject access request, excessive retention, or concerns about safeguarding-related data handling.

Description:

4.         Relevant Legislation (if known)

Tick any that apply:

☐ UK GDPR

☐ Data Protection Act 2018

☐ Data (Use and Access) Act 2025

☐ Section 164A – Complaint Handling Duties

☐ Other (please specify):

5.         When Did the Issue Occur?

Date(s):

Is the issue ongoing?              Yes / No

6.         Impact on You or the Data Subject

Explain how the issue has affected you or a pupil.

7.         Evidence (Optional)

Please attach or list any supporting documents, emails, screenshots, or correspondence.

8.         Desired Outcome

What would you like IGS: Durham to do?

• Correct or update data

• Stop processing specific data

• Provide information

• Review or improve procedures

• Other (please specify):

9.         Declaration

I confirm that the information provided is accurate to the best of my knowledge.

Signature:

Date: