Complaints Policy
Khalsa Panth Academy®
Registered Charity in England and Wales, Charity Number 1219689
Version: October 2026
Approved by trustees: October 2026
Next review: 12 months from approval, or sooner if required
1. Our approach
Khalsa Panth Academy® aims to provide a respectful, safe and well-managed service. We welcome feedback and take complaints seriously. Complaints help us learn, improve and put things right where something has gone wrong.
We will handle complaints fairly, calmly and without unfair treatment of the person raising the concern.
2. What this policy covers
This policy covers complaints from parents, learners, volunteers, donors, supporters, visitors, staff, tutors and members of the public about:
- classes, tuition, events or activities;
- conduct of staff, tutors, volunteers or learners;
- administration, communication or fees;
- fundraising, donations or public statements;
- website or public information;
- how a concern has been handled.
Safeguarding concerns must be handled under the Safeguarding and Child Protection Policy. If a complaint includes a safeguarding issue, safeguarding action takes priority.
3. Raising a concern informally
Where possible, concerns should first be raised with the relevant tutor, class lead or academy contact. Many issues can be resolved quickly through a clear conversation.
The person receiving the concern should listen respectfully, make a brief note where needed, and try to resolve the matter fairly.
4. Formal complaint
If the matter is serious, unresolved or the person does not feel comfortable raising it informally, a formal complaint can be made by email to info@khalsapanthacademy.com.
A formal complaint should include:
- name and contact details;
- what happened;
- when and where it happened;
- who was involved;
- what outcome is being requested;
- any relevant documents or evidence.
Khalsa Panth Academy® will normally acknowledge a formal complaint within 7 working days and aim to respond within 21 working days. If more time is needed, we will explain why.
5. How we will deal with a complaint
Khalsa Panth Academy® will:
- treat the complaint seriously and fairly;
- keep the matter confidential as far as possible;
- check any relevant records;
- speak to people involved where appropriate;
- consider safeguarding, health and safety, finance, conduct or policy issues;
- respond with findings and any action to be taken.
If the complaint involves a trustee, staff member, tutor or volunteer, they will not be the only person deciding the outcome.
6. Review or appeal
If the person making the complaint is unhappy with the response, they may ask for the matter to be reviewed by trustees who were not directly involved in the original decision, where possible.
The review request should explain why the person believes the response was not fair or complete. Trustees will consider whether the complaint was handled properly and whether further action is needed.
7. Unreasonable behaviour
Khalsa Panth Academy® will not ignore genuine complaints. However, we may manage communication where behaviour becomes abusive, threatening, discriminatory, repeated without new information, or unreasonable in a way that affects staff, volunteers, trustees or learners.
8. External routes
Where appropriate, a person may be able to contact another body such as the Charity Commission, local authority, police, safeguarding agency, Information Commissioner’s Office or a funder. Khalsa Panth Academy® will cooperate with proper regulatory or safeguarding enquiries.
9. Record keeping
Complaints and responses will be recorded and kept securely. Trustees may review complaint themes to improve practice while protecting confidentiality.
10. Review
This policy will be reviewed at least annually or sooner if complaints show that changes are needed.
