1. Purpose of this Policy
Khalsa Panth Academy is committed to delivering high standards in all areas of teaching, community engagement, and student support. We value all feedback and recognise that, on occasion, individuals may wish to raise a concern or complaint. This policy outlines a fair and respectful process for resolving complaints efficiently and in line with our values of Seva, Simran, and Sangat.
2. Who This Policy Applies To
This policy applies to:
- Students and parents/guardians
- Staff and volunteers
- Visitors, collaborators, and community members
Complaints may relate to the quality of teaching, conduct of staff or volunteers, facilities, safeguarding concerns, or general dissatisfaction with an aspect of the academy’s operation.
3. Informal Resolution
We encourage informal resolution in the first instance. Most concerns can be resolved quickly by speaking directly with the relevant teacher, instructor, or staff member.
If you are not satisfied or feel uncomfortable addressing the matter informally, please proceed to the formal complaints procedure.
4. Formal Complaints Procedure
Step 1 – Submit Your Complaint
Complaints should be made in writing to the Academy Director or Administrator:
Email: info@khalsapanthacademy.com or Fill-out the online complaint form
Address: Khalsa Panth Academy, Darlaston, Walsall, UK
Include:
- Your name and contact information
- Details of the issue
- Any steps taken to resolve the matter
- The outcome you are seeking
Step 2 – Acknowledgement
We will acknowledge your complaint within 5 working days and aim to respond fully within 10–15 working days. Complex matters may take longer, in which case we will keep you informed.
Step 3 – Investigation
The complaint will be reviewed by the Academy Director or a designated senior team member. They may speak with involved parties and gather relevant information.
Step 4 – Outcome
You will receive a written outcome with findings and any actions to be taken. If the complaint is upheld, we will explain how we plan to put things right.
5. Appeals Process
If you are not satisfied with the outcome, you may request a review by submitting a written appeal to the Board of Trustees within 10 working days of the decision. The trustees will respond within 15 working days with a final decision.
6. Safeguarding Concerns
Any complaints involving child protection, safety, or welfare will be referred immediately to the Designated Safeguarding Lead (DSL) and, where necessary, to external safeguarding authorities.
7. Confidentiality
All complaints will be handled sensitively and confidentially. Personal information will only be shared with those involved in resolving the matter, in line with our Data Protection Policy.
8. Unreasonable Complaints
Repeated, vexatious, or abusive complaints may be closed at the discretion of the management. We expect all parties to treat staff and volunteers with respect throughout the process.
9. Monitoring and Review
All complaints are logged and reviewed regularly to help us improve our services. This policy is reviewed annually and updated where required.