POLICY OWNER
Director
APPLIES TO
Parents, students and members of the public
THE ONE RULE TO REMEMBER
Raise it early; we reply in writing at every formal stage.
Stage 1 · Informal Speak to the specialist or Office team.
Aim to resolve within 10 working days.
Stage 2 · Formal Written complaint to the Director, by letter or to info@pass11plusgrammar.com.
Acknowledged in 5, answered in 15 working days.
Stage 3 · Review Reviewed by someone not involved before.
Final written response within 20 working days.
Figure 21 — Complaint stages and timescales.
Details Complaints should be raised within three months of the event.
Complaints about the Director go straight to the Independent Safeguarding Adviser, who is external to the centre, at Stage 2, and are reviewed by them at Stage 3. They are never handled by the Director.
Data protection and CCTV complaints follow these same stages and timescales (Policies 12 and 4).
Safeguarding concerns are never handled as complaints; they go to the DSL under Policy 1.
A parent may bring a friend or interpreter to any meeting.
If still unhappy, parents may seek advice from Citizens Advice or use an alternative dispute resolution service.
All complaints and outcomes are logged so we can learn from them.
Complaints Policy Most concerns are resolved with a conversation. When they aren't, a clear three-stage route.
Pass 11 Plus Grammar · Policy 18 JMS Publishers and Providers Ltd · Edgbaston, Birmingham Version 1.1 · October 2026 · Page 1 of 1