BRIGHTON BALLET SCHOOL

COMPLAINTS POLICY

1. Policy Statement

Brighton Ballet School is committed to providing high-quality dance and performing arts training in a safe, professional and supportive environment.

We welcome feedback and recognise that concerns and complaints provide an opportunity to improve our services.

We aim to:

  • Listen to concerns promptly and fairly.
  • Resolve complaints as quickly as possible.
  • Treat all parties with respect.
  • Maintain confidentiality where appropriate.
  • Learn from complaints and improve our practice.

This policy applies to parents, guardians, students, staff, volunteers and members of the public.

2. Scope

This policy applies to complaints relating to:

  • Teaching and learning
  • Customer service
  • Staff conduct
  • Communication
  • School administration
  • Facilities and venues
  • Events, performances and examinations
  • Equality and inclusion matters

This policy does not apply to:

  • Safeguarding concerns
  • Child protection concerns
  • Whistleblowing concerns
  • Staff disciplinary matters

These matters will be managed under the relevant policies.

3. Guiding Principles

Brighton Ballet School will:

  • Take all complaints seriously.
  • Deal with complaints impartially.
  • Investigate concerns fairly.
  • Keep appropriate records.
  • Seek reasonable resolutions wherever possible.

All complainants are expected to communicate respectfully throughout the process.

Abusive, threatening or vexatious behaviour will not be tolerated.

4. Informal Resolution

Where possible, concerns should first be raised informally.

Many issues can be resolved quickly through discussion with:

  • The class teacher
  • The Principal
  • An appropriate member of staff

The School encourages concerns to be raised as soon as possible after the issue occurs.

5. Formal Complaints Procedure

If an issue cannot be resolved informally, a formal complaint may be submitted.

Complaints should be made in writing and include:

  • Name of complainant
  • Contact details
  • Details of the complaint
  • Relevant dates and information
  • Desired outcome

Formal complaints should be sent to:

Sonya Pettigrew
Principal
Brighton Ballet School

6. Complaint Investigation

Upon receipt of a formal complaint:

Stage 1 – Acknowledgement

The School will acknowledge receipt of the complaint within 5 working days.

Stage 2 – Investigation

The complaint will be reviewed and investigated appropriately.

This may include:

  • Reviewing records
  • Meeting relevant individuals
  • Gathering information
  • Seeking clarification where necessary

Stage 3 – Outcome

A written response will normally be provided within 20 working days.

Where additional time is required, the complainant will be informed.

7. Appeal Process

If the complainant is dissatisfied with the outcome, they may submit an appeal in writing within 10 working days of receiving the decision.

The appeal should explain:

  • Why the outcome is disputed.
  • Any additional evidence.
  • The desired resolution.

The appeal will be reviewed by the Principal or an independent person where appropriate.

The decision following appeal will be final.

8. Confidentiality

Complaints will be handled confidentially wherever possible.

Information will only be shared with those involved in investigating and resolving the complaint.

Records will be maintained securely in accordance with UK GDPR requirements.

9. Safeguarding Concerns

Any complaint that raises concerns regarding the safety or welfare of a child will immediately be referred to the Designated Safeguarding Lead.

Designated Safeguarding Lead (DSL): Sonya Pettigrew

Safeguarding concerns will be managed in accordance with the School’s Safeguarding and Child Protection Policy.

10. Malicious or Vexatious Complaints

Brighton Ballet School reserves the right to take appropriate action where complaints are found to be:

  • Deliberately false
  • Malicious
  • Repetitive without justification
  • Abusive in nature

This does not prevent genuine concerns being raised in good faith.

11. Monitoring and Review

The School will maintain records of complaints to identify trends and areas for improvement.

This policy will be reviewed annually.

Complaints Record

Date Received: _______________________

Name of Complainant: __________________

Summary of Complaint:

Investigation Outcome:

Action Taken:

Closed Date: _________________________

Signed: ______________________________

Approved By:

Sonya Pettigrew
Principal & Designated Safeguarding Lead

Review Date: _________________________

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