Complaints Policy

1. Introduction

Richmond Online School is committed to providing a high-quality educational experience. We value feedback from students, parents, guardians, and the wider community, and we take all concerns and complaints seriously. This policy outlines the process for raising concerns or making formal complaints about any aspect of our school.

2. Scope

This policy covers complaints relating to:

• The quality of teaching and learning at Richmond Online School.
• Student welfare and pastoral care.
• Administrative processes including enrolment, fees, and communications.
• The behaviour of staff, tutors, or other students.
• Any other matter relating to the operation of the school.

3. Informal Resolution (Stage 1)

We encourage all concerns to be raised informally in the first instance. Many issues can be resolved quickly through direct communication with the relevant teacher, tutor, or member of staff. If you have a concern, please contact the relevant person by email or through our school platform. We aim to acknowledge informal concerns within two working days and resolve them within five working days.

4. Formal Complaint (Stage 2)

If the matter is not resolved through informal channels, or if you prefer to make a formal complaint from the outset, you may submit a written complaint to info@richmondonlineschool.com. Your formal complaint should include:

• Your name and contact details.
• The name of the student concerned (if applicable).
• A clear description of the complaint.
• Details of any steps already taken to resolve the issue.
• The outcome you are seeking.

We aim to acknowledge formal complaints within three working days and provide a full response within fifteen working days. If additional time is required, we will keep you informed of progress.

5. Appeal (Stage 3)

If you are not satisfied with the outcome of your formal complaint, you may request an appeal. Appeals should be submitted in writing to the Head of School within ten working days of receiving the Stage 2 response. The appeal will be reviewed by a senior member of staff who was not involved in the original investigation. A final decision will be communicated within fifteen working days.

6. Record Keeping

Richmond Online School maintains a record of all formal complaints, including the nature of the complaint, the steps taken to resolve it, and the outcome. These records are kept confidential and are reviewed regularly to identify trends and areas for improvement.

7. Contact Us

If you wish to raise a concern or make a complaint, please contact us at info@richmondonlineschool.com.