Complaints policy

Policy owner: Abby Restall-Stefaniak
Date adopted: 20/10/2026
Review date: 19/10/2026

1. Purpose of the Policy

At North Wales Academy of Music & Drama, we are committed to providing a safe, supportive, inclusive and positive environment in which all children and young people can develop their confidence, creativity and performance skills.

We aim to provide a high standard of teaching, administration and examination preparation. We recognise that, on occasion, a parent, carer, student or other individual may feel dissatisfied with an aspect of our service.

This policy explains how complaints can be raised, how they will be handled, and the steps we will take to ensure that all complaints are treated fairly, sensitively, consistently and without prejudice.

We welcome constructive feedback and view complaints as an opportunity to learn, improve our practice and maintain the confidence of our students and their families.

2. Scope of the Policy

This policy applies to complaints relating to:

• The quality of drama, acting, singing, movement or performance teaching.

• The behaviour, conduct or professionalism of a member of staff, teacher or representative of the school.

• The treatment, wellbeing or inclusion of a student.

• Communication with parents and carers.

• Fees, payments, timetables, class arrangements or administration.

• School events, performances, workshops and examinations.

• Examination preparation, arrangements, administration or the conduct of an examination.

• Any other aspect of the school’s services.

Complaints concerning safeguarding, abuse, serious allegations or an immediate risk to a child will be handled in accordance with the school’s safeguarding procedures and any applicable reporting requirements. They will not be delayed while the ordinary complaints process takes place.

3. Who May Make a Complaint?

A complaint may be made by:

• A parent or legal guardian of a student.

• A student, with appropriate support where needed.

• A former student or their parent or carer, where the complaint relates to their time at the school.

• Another individual directly affected by the school’s services.

Where a complaint concerns a child, we will take their age, understanding, wishes and feelings into account and ensure that they are treated with dignity and respect.

No student or family will be disadvantaged, treated unfairly or subjected to retaliation because they have raised a genuine concern in good faith.

4. How to Raise a Complaint

Where appropriate, we encourage concerns to be raised informally in the first instance, as many issues can be resolved quickly through discussion.

Complaints may be made verbally or in writing. However, formal complaints should preferably be submitted in writing to so that the details can be recorded accurately.

Complaints should be sent to:

Principal/School Director: Abby Restall-Stefaniak
Email: hello@nwamad.co.uk

Please include, where possible:

• The name of the person making the complaint.

• The name of the student concerned.

• A clear description of the concern.

• Relevant dates, events and individuals involved.

• Any supporting information or evidence.

• The outcome or resolution being sought.

We recognise that not everyone will feel comfortable raising a complaint directly with the person involved. In such circumstances, the complaint may be made directly to the Principal or School Director. If the complaint concerns the Principal or School Director, it should be directed to Catherine Keating of Crazy Catz of Penmaenmawr via crazycatzinfo@yahoo.com

5. Stage One: Informal Resolution

Where appropriate, the school will seek to resolve concerns informally and promptly.

This may involve a conversation with the relevant teacher, administrator or Principal to clarify what happened and identify a practical solution.

We aim to acknowledge and respond to informal concerns within five working days.

If the matter cannot be resolved informally, or if the complainant feels that the matter is too serious for informal discussion, a formal complaint may be submitted.

Serious allegations, safeguarding concerns and complaints involving potential misconduct may proceed directly to a formal review.

6. Stage Two: Formal Complaint

Upon receiving a formal complaint, the school will:

1. Acknowledge receipt within five working days.

2. Record the complaint and identify the issues requiring investigation.

3. Appoint an appropriate person to investigate the matter impartially.

4. Give the relevant parties an opportunity to provide information and respond to the concerns.

5. Review relevant records, correspondence, policies and other evidence.

6. Reach a decision based on the information available.

7. Provide a written response explaining the outcome and any appropriate actions.

We aim to complete the investigation and provide a written response within 20 working days of acknowledging the complaint.

If the matter is complex or requires additional information, the complainant will be informed of the reason for the delay and given an expected response date.

Where possible, the person investigating the complaint will not be the person who is the subject of the complaint.

7. Complaints About Examinations

We recognise that examinations can be important milestones for students and their families. Students may invest considerable time, effort and emotion in preparing for an examination, and we are committed to ensuring that examination-related concerns are handled sensitively and fairly.

A complaint may relate to:

• The preparation or information provided by the school before the examination.

• The suitability of the material selected or taught.

• The organisation, scheduling or administration of the examination.

• Communication about examination requirements, fees or arrangements.

• The conduct, behaviour or professionalism of an examiner.

• Concerns about the examination environment or the treatment of a student.

• Administrative errors or concerns about the recording or communication of results.

• The school’s handling of an examination-related concern.

7.1 Raising an Examination Complaint

Examination complaints should be submitted to the Principal or School Director in writing, setting out the nature of the concern and the relevant examination date, subject and awarding body, where applicable.

The school will acknowledge the complaint within five working days and investigate any matters that fall within its responsibility.

Where appropriate, the investigation may include reviewing correspondence, examination arrangements, teacher records, relevant policies and accounts from those involved.

If the complaint concerns the conduct of an examiner, the school will consider the information available, including any witness accounts, and take appropriate steps to raise the matter with the relevant examination provider.

7.2 Complaints About Examination Results or Marking

The school recognises that a student or parent may be disappointed with an examination result or may believe that a result does not reflect the student’s performance.

However, the school may not have the authority to change an examiner’s mark or overturn an examination result.

Where the complaint concerns the academic judgement, marking, assessment decision or result issued by an external examination board or awarding organisation, the complainant may need to follow that organisation’s own review, appeal or complaints procedure.

The school will, where reasonably possible:

• Explain the relevant examination and assessment procedures.

• Help identify the appropriate examination provider or awarding organisation.

• Explain any available review, enquiry or appeal process.

• Assist with signposting or submitting a complaint where the school is permitted to do so.

• Cooperate with any investigation involving the school.

Any applicable deadlines set by the examination provider must be observed. The school’s internal complaints process does not automatically extend or suspend those deadlines.

A complaint about the conduct of an examiner, the administration of an examination or the school’s own actions will be considered separately from a request to review an examination result, where appropriate.

7.3 Examination Provider Procedures

Where an examination is administered by an external awarding organisation, the school will follow the relevant contractual requirements, examination regulations and complaints procedures.

The school will not promise a particular examination outcome or imply that it can change a result unless the relevant awarding organisation’s procedures permit this.

Any action taken will be proportionate, fair and focused on establishing the facts and achieving an appropriate resolution.

8. Stage Three: Review or Appeal

If the complainant is dissatisfied with the outcome of a formal complaint, they may request a review in writing within ten working days of receiving the decision.

The request should explain why the complainant believes the original decision was incorrect, incomplete or unfair.

Where possible, the review will be undertaken by someone who was not involved in the original investigation.

The reviewer will consider whether:

• The complaint was investigated fairly.

• Relevant information was considered.

• The decision was reasonable in light of the evidence.

• The agreed procedures were followed.

• Further action is necessary.

A written response will normally be provided within 15 working days of receiving the review request. If additional time is required, the complainant will be informed.

The review outcome will normally be the school’s final decision under this policy.

Where the complaint concerns an external examination board, the complainant may also have separate rights to use that organisation’s procedures. The school’s internal review does not replace those procedures.

9. Safeguarding and Serious Concerns

The safety and welfare of children are paramount.

Any allegation or concern involving abuse, inappropriate behaviour towards a child, bullying, discrimination, exploitation or a risk to a child’s safety will be taken seriously and referred to the school’s Designated Safeguarding Lead, where appropriate.

The school will follow its safeguarding policy and relevant legal and regulatory requirements. This may include referral to children’s social care, the police, the local authority or another appropriate body.

A safeguarding concern does not need to be submitted through the ordinary complaints process before action is taken.

Where a complaint involves a member of staff or the Designated Safeguarding Lead, it will be referred to an appropriate alternative person or external authority as required.

10. Confidentiality and Record Keeping

All complaints will be handled sensitively, and information will only be shared with those who need it to investigate, respond to or manage the complaint, subject to safeguarding and other legal obligations.

The school will maintain an appropriate record of formal complaints, including:

• The date the complaint was received.

• The nature of the concern.

• The investigation undertaken.

• The outcome and any actions agreed.

• Any subsequent review or appeal.

Records will be stored securely and retained in accordance with the school’s data protection and record-retention procedures.

Information about other students, families or staff will not be disclosed unnecessarily.

11. Unreasonable or Persistent Complaints

The school recognises that complainants may feel upset, anxious or frustrated. We will remain respectful and professional, even when a complaint is strongly expressed.

In exceptional circumstances, where communication becomes abusive, threatening or persistently unreasonable, the school may set reasonable boundaries on how and when further contact takes place.

Any such decision will be proportionate, documented and will not prevent legitimate safeguarding concerns from being raised or the complainant from accessing an appropriate examination provider or external complaints procedure.

12. Outcomes and Remedies

Depending on the circumstances, an appropriate outcome may include:

• An explanation or clarification.

• An apology.

• Corrective action to address an error.

• A review of school procedures or communication.

• Additional staff guidance or training.

• Referral to an examination provider or other appropriate organisation.

• Further safeguarding action, where necessary.

• Another reasonable action designed to resolve the concern.

Any action involving staff, students or other individuals will be handled in accordance with confidentiality requirements and relevant policies.

13. Learning and Continuous Improvement

The Principal or School Director will review complaints periodically to identify recurring concerns and opportunities to improve teaching, administration, student welfare and examination arrangements.

Where appropriate, the school will update its policies, procedures or staff guidance in response to lessons learned.

We are committed to maintaining an open culture in which students and families feel able to raise concerns without fear of unfair treatment.

14. Policy Review

This policy will be reviewed annually, or sooner if required by changes to legislation, safeguarding guidance, examination provider requirements or the school’s procedures.

Approved by: Abby Restall-Stefaniak

Date: 20/10/26