Complaints Policy updated July 2025
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The O’Brien International School and College
Complaints Policy
At The O’Brien International School and College, we are committed to providing the highest quality education for all our students. We recognize that, at times, parents may have concerns or grievances. This policy outlines the procedure for raising and resolving complaints.
Aims and Objectives
Our aim is to handle all complaints fairly, transparently, and in alignment with our school’s core values. We:
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Treat all complaints seriously and aim to resolve them swiftly.
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Prioritise dialogue and mutual understanding as the foundation for resolution.
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Always act in the best interests of the child.
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Provide sufficient opportunity for concerns to be heard and resolved.
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Maintain confidentiality throughout the process, with information shared only with staff directly involved in handling the complaint, unless escalation is required.
The Complaints Process
1. Sharing a Concern (Informal Stage)
If a parent has a concern about any aspect of their child’s education, they should first discuss it with their child’s class teacher or form tutor. Most issues can be resolved at this level.
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Appointments: Please schedule a meeting with the teacher/form tutor rather than posting concerns on social media or discussing them with other parents.
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Response Time: We aim to acknowledge all concerns within 48 hours.
2. Escalating the Concern
If the issue is not resolved through informal discussion, or the concern is of a serious nature, parents may escalate the matter.
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Step 1: Arrange a meeting with the Deputy Head.
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Step 2: If unresolved, request a meeting with the Director, who will investigate the matter thoroughly.
We aim to acknowledge complaints at each level within 48 hours and strive to reach a resolution as efficiently as possible.
Concerns About the School Leadership Team
If the complaint involves a member of the School Leadership Team:
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Arrange a meeting with the Deputy Head.
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If the issue remains unresolved, escalate it to the Director.
Further Steps: Contacting the Valencian Authorities
If the school’s internal procedures fail to resolve the matter, a formal complaint may be submitted to the Generalitat de Valencia via the “Hojas de Reclamaciones” procedure.
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Submission: The complaint must be submitted in writing and should include details of the issue and steps taken with the school.
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Address:
PL. GABRIEL MIRÓ, 7
03001 - Alacant/Alicante
The Generalitat will review the case, consider all evidence, and inform the parent of the outcome in writing.
Confidentiality
All communication related to complaints, whether verbal or written, will be treated with the utmost confidentiality.
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