Our complaints policy
We take every concern seriously — and we have a clear, fair process for handling it.
TRANSPARENCY & ACCOUNTABILITY
Our Complaints Policy
A fair process for every family
Clare House School is committed to resolving any concerns promptly, fairly and with care. We encourage families to raise concerns early — most are resolved quickly through an open conversation. Our formal complaints procedure follows three stages, in line with the Independent School Standards (Wales) Regulations 2024.
Stage 1 — Informal Resolution
Most concerns can be resolved informally. Please raise your concern with your child’s class teacher in the first instance. If the matter is not resolved at this stage, it may be referred to the Head of School. We aim to resolve informal concerns within 5 school days.
Stage 2 — Formal Complaint
If your concern is not resolved informally, please submit a formal written complaint to the Head of School. Include the nature of the complaint, relevant dates, and the outcome you are seeking. You will receive a written response within 15 school days. If your complaint concerns the Head of School directly, please write to the Chair of the Board of Directors instead.
Stage 3 — Panel Review
If you remain unsatisfied after Stage 2, you may request a review by an independent panel. The panel will include an independent member and its decision is final. External escalation to Estyn or Welsh Government is available once the school’s internal procedure is complete.
Read Our Full Policy
Our complete Complaints Policy and Procedure document is available to download below.
Our complete Complaints Policy and Procedure document is available to download below.
If you have a question or concern you’d like to raise, please contact us at