Tarabya British Schools (TBS) is committed to ensuring that any staff member or parents at TBS has the right to lodge a complaint and to have their concerns addressed in ways that ensure access and equity, fairness, accountability, and transparency. TBS will provide a complaints management procedure that: • is simple and easy to use • is available to all faculty members and parents via the general info emails • ensures complaints are fairly assessed and responded to promptly • is procedurally fair and follows principles of natural justice OUR COMMITMENT If you make a complaint to TBS you can expect that we will: • treat you with respect • tell you what to expect while your complaint is being looked into • carry out the complaint handling process in a fair and open way • provide reasons for decisions that are made • protect your privacy 

WHAT CAN I MAKE A COMPLAINT ABOUT? You can make a complaint to TBS about the delivery of education and services. TBS outsources some of its services and works directly with service providers who provide front line services. We do not have the authority to directly investigate complaints about these organisations. However, If you have a complaint regarding one of our service suppliers, we recommend that you discuss the complaint with the SLT first before making an official complaint. 

PROCEDURES MAKING A COMPLAINT A person wishing to make a complaint may do so in writing or verbally to: • the Senior Leader unless you are making a complaint about this person • One of the Senior Managers with their relevant area of responsibility • the Chief Operating Officer. If the complaint is about: • a student, the complaint will normally be dealt with by the Counsellors and the Welfare Manager • a staff member, the complaint will normally be dealt with by the relevant manager • a senior staff member, the complaint will normally be dealt with by the Chief OperatingOfficer • the Chief Operating Officer, the complaint will normally be dealt with by the Chairman of TBS • Internal complaints, where a staff member makes a complaint concerning another staff member, will be dealt with in accordance with the Privacy Policy and Procedures of TBS • a product or service delivered by TBS or by an outside service provider the complaint will normally be dealt with by the relevant manager Written complaints may be sent to the Management Office. The relevant Manager will be responsible for receiving this correspondence and directing it to the appropriate person. PROCEDURE FOR COMPLAINTS MANAGEMENT The person managing the complaint will be responsible for: 1. Registering the complaint: • informing the complainant that their complaint has been received and providing them with information about the process and time frame 2. Investigating the complaint: • examining the complaint within 5 working days of the complaint being received • informing the complainant by letter within 10 working days of the complaint being received of what is being done to investigate and resolve it, and the expected time frame for resolution. As far as possible, complaints or appeals will be investigated and resolved within 15 working days of being received. If this time frame cannot be met, the complainant will be informed of the reasons why and of the alternative time frame for resolutio

3. Resolving the complaint: • making a decision or referring to the appropriate people for a decision within 15 working days of the complaint being received • Informing the complainant of the outcome and any options for further action if required RECORD KEEPING A register of complaints will be kept by TBS. The register will be maintained by the General Manager and will record the following for each complaint: • Details of the complainant and the nature of the complaint • Date lodged • Action taken • Date of resolution and reason for decision • Indication of complainant being notified of outcome • Complainant response and any further action The complaints register and files will be confidential, and access is restricted to the SLT Team and the Chief Executive.