Complaints Procedure

Policy

• Lighthouse International School values strong partnerships with parents and guardians. Open, respectful, and timely communication ensures that concerns are addressed fairly, students remain supported, and the school community continues to thrive.
• We believe most concerns can be resolved quickly through dialogue with the relevant staff member. However, where issues remain, this policy sets out a clear process for escalating complaints.

Procedure

1. Respond: All staff acknowledge and respond to parent concerns within 24 hours on working days. A full response may take longer depending on the complexity of the concern, but parents will always be updated on progress.
2. Confidentiality: Complaints are handled sensitively, with information shared only where necessary. A written record will be kept of all formal complaints, with actions taken, and their outcomes in the school’s complaints register.
3. Safeguarding Priority: Any issue involving child protection is referred immediately to the Designated Safeguarding Lead and handled under the safeguarding policy.
   

Informal Resolution (Door 1 – Teacher or Staff Member)

• Parents are encouraged to raise concerns directly with the relevant teacher or staff member in the first instance. Short messages may be shared by email or Whatsapp. However, sensitive matters should be discussed in person. Meetings with teachers can be arranged directly or via the Office. 
• Most concerns are expected to be resolved at this stage.

Escalation to Principal (Door 2)

• If the concern is not resolved with the teacher or staff member, parents may contact the Principal. An appointment can be scheduled directly or via the Support Office.
• If needed, the Principal will investigate, review the concern, meet with the parent(s) again and make a final determination. As the Principal has overall responsibility for daily operations and interpretation of school policy, their decision is final within the school’s internal process.

Group Meetings

• Group meetings may be declined if they are deemed inappropriate, hostile, or harmful to other members of the school community. If groups do want to meet with a particular teachers then please seek council from the Principal. 

Appeals Beyond the School

• In exceptional cases, parents may appeal to the Lighthouse Board of Directors. The Board will review only whether the school’s procedures have been properly followed. The Board’s decision is final.

This policy will be reviewed annually to ensure that classroom design and practice continue to reflect the latest educational research and best serve the needs of Lighthouse students.