Complaints and Grievances Policy 

Working Together with Respect and Transparency

At Al Fanar School, we are committed to fostering a respectful, open, and solution-focused environment where parents, students, and staff feel valued and heard. We recognise that concerns may occasionally arise and aim to resolve them promptly and fairly, in accordance with KHDA guidelines.

1. Scope

This policy applies to:

• Parents/guardians raising concerns related to their child’s learning, wellbeing, or school operations

• Students expressing concerns about their school experience

• Staff addressing workplace or professional matters

2. Guiding Principles

Our approach is based on:

• Fairness and Confidentiality – All concerns are handled with respect and discretion

• Timely Resolution – We seek to resolve issues as quickly and constructively as possible

• Open Communication – Feedback is welcomed as part of continuous improvement

• KHDA Compliance – Aligned with the Parent-School Contract and KHDA regulations

3. Complaints Procedure

Step 1: Informal Resolution
Concerns should first be raised directly with the class teacher, relevant staff member, or supervisor. Many issues can be resolved informally through discussion. Outcomes are noted for follow-up where appropriate.

Step 2: Formal Complaint
If the issue remains unresolved, a formal written complaint can be submitted to the Principal or Director of Pedagogy, including:

• A summary of the concern (including relevant details)

• The desired outcome or resolution

You will receive:

• Acknowledgment within 2 working days

• Investigation completed within 5 working days

• Written response outlining findings and next steps

Step 3: Appeal
If unresolved, an appeal may be submitted to the School Governing Body within 10 working days. A final decision will be shared within 15 working days of the appeal.

4. Student Grievances

Students may speak directly with a trusted teacher, counsellor, or member of leadership. Concerns will be addressed sensitively and confidentially, with emphasis on reflection, dialogue, and restorative resolution.

5. Confidentiality

All concerns are treated confidentially. Information is only shared with those involved in the resolution process.

6. Escalation to KHDA

If a complaint remains unresolved after the internal process, parents may escalate the matter via the KHDA website.

7. Record Keeping

The school maintains secure records of all complaints, investigations, and outcomes in line with data protection requirements.

8. Policy Review

This policy is reviewed annually to ensure alignment with KHDA updates and school practices.

9. Contact

For any concerns or to submit a formal complaint:
📧 Email: admin@alfanarschool.com
Or visit the KHDA Parent-School Contract Portal for more information.