Complaints & Grievance Policy for Aani Academy
- IntroductionAani Academy is committed to maintaining a transparent, fair, and professional learning environment. This policy outlines how students, parents, and staff can formally raise concerns, ensuring a structured and timely resolution process.
- IntroductionAani Academy is committed to maintaining a transparent, fair, and professional learning environment. This policy outlines how students, parents, and staff can formally raise concerns, ensuring a structured and timely resolution process.
- Principles of Complaint Handling
- Complaints will be handled fairly, promptly, and confidentially.
- No person raising a complaint will face discrimination or retaliation.
- Every effort will be made to resolve complaints at the earliest stage.
- Complaints ProcessStep 1: Informal Resolution
- In many cases, complaints can be resolved quickly by speaking directly to the relevant teacher or staff member.
- Parents and students are encouraged to communicate their concerns informally via scheduled meetings.
- If the issue is not resolved satisfactorily, the formal complaint process should be followed.
Step 2: Formal Complaint Submission
- If the concern remains unresolved, a formal complaint must be submitted in writing to Info@aanistudio.com.
- The complaint should include:
- The name of the complainant.
- A clear description of the issue.
- Any relevant supporting documents or evidence.
- The desired resolution (if applicable).
Step 3: Complaint Review & Investigation
- The complaint will be acknowledged within 5 working days.
- Aani Academy’s administration will conduct an internal review, gathering relevant information from involved parties.
- A response with findings and proposed resolutions will be provided within 10 working days.
Step 4: Appeal Process
- If the complainant is not satisfied with the resolution, they may request a review of the decision by escalating the complaint to the Senior Management Teamat Aani Academy.
- Appeals must be submitted within 5 working daysof receiving the initial response.
- A final decision will be provided within 10 working days, and this decision will be binding.
- Inclusion Policy Statement
- Aani Academy is committed to fostering an inclusive learning environment where all students, regardless of background, are treated with respect and fairness..
- We aim to create an online space that values diversity and ensures that all students feel welcomed and supported.
- Escalation of Serious Concerns
- If the complaint involves safeguarding, misconduct, or legal concerns, it will be escalated immediately to the Designated Safeguarding Lead (DSL)and relevant authorities where necessary.
- Aani Academy will take appropriate action in line with its Safeguarding & Child Protection Policy.
- Confidentiality & Record Keeping
- All complaints and resolutions will be recorded and securely stored.
- Personal information will be handled in accordance with the Data Protection & GDPR Compliance Policy.
- Anonymous complaints will only be considered in exceptional circumstances.
- Policy Review & Compliance
- This policy is reviewed annually to ensure its effectiveness.
- All staff must adhere to the complaints resolution process and promote a culture of open communication.
For any concerns or to submit a formal complaint, please contact Info@aanistudio.com.