Motto: Inspiring Minds, Transforming Lives

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1. Introduction
Heritage International School (HIS) is committed to fostering a positive and supportive learning environment where all students, parents, staff, and stakeholders feel valued and heard. Our Complaints Policy is guided by the principles of fairness, transparency, and biblical values, ensuring that any concerns or complaints are addressed promptly and effectively.

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2. Biblical Foundation
Our approach to complaints is rooted in the teachings of the Bible, which encourages us to seek peace, pursue justice, and demonstrate love and understanding in all our interactions.

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   •  "Do not be overcome by evil, but overcome evil with good." Romans 12:21
   •  "Let each of you look not only to his own interests, but also to the interests of others." Philippians 2:4
   •  "If your brother or sister sins, go and point out their fault, just between the two of you. If they listen to you, you have won them over." Matthew 18:15

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3. Policy Scope
This policy applies to all members of the HIS community, including students, parents, guardians, staff, and other stakeholders. It covers complaints related to the school's operations, teaching, administration, and any aspect of the school experience.

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4. Principles
   •  Respect and Compassion: We handle all complaints with respect, compassion, and confidentiality, in line with the biblical command to love our neighbors as ourselves (Mark 12:31).
   •  Fairness and Transparency: Complaints are addressed in a fair, unbiased, and transparent manner, ensuring that all parties are given an opportunity to be heard.
   •  Resolution and Reconciliation: Our goal is to resolve complaints in a way that fosters reconciliation and healing, as we are called to be peacemakers (Matthew 5:9).

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5. Complaints Procedure
Step 1: Informal Resolution

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1.1. We encourage individuals to first attempt to resolve their concerns informally by speaking directly with the person involved. This aligns with the biblical principle of addressing conflicts privately and directly (Matthew 18:15).

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1.2. If the concern is not resolved informally, it can be escalated to the relevant staff member, such as a department head, or administrator. 

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Step 2: Formal Complaint

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2.1. If the complaint is not resolved informally, a formal complaint can be submitted in writing to the Principal. The complaint should include all relevant details, including the nature of the concern, the parties involved, previous attempts at resolution and any relevant documentation.

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2.2. The Principal will acknowledge receipt of the complaint within five working days and will initiate an investigation. The investigation will be conducted fairly, and all parties will have the opportunity to present their perspective.

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2.3 If the complaint is about the Principal, it should be addressed to the Chair of Trustees. 

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Step 3: Resolution and Feedback

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3.1. The Principal will aim to provide a resolution within 15 working days. If the complaint is complex and requires more time, the complainant will be informed of the expected timeline.

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3.2. The outcome of the investigation will be communicated in writing, including any actions to be taken to address the complaint.

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3.3. If the complainant is not satisfied with the outcome, they may appeal to the HIS School Board. The decision of the School Board will be final unless in matters that involve legal proceedings.

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6. Record Keeping
All complaints and their outcomes will be documented and securely stored in accordance with HIS’s data protection policy. Records will be kept confidential and only accessed by authorized personnel.

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7. Continuous Improvement
HIS is committed to continuous improvement and will regularly review complaints to identify any patterns or areas for improvement. This process aligns with our motto, "Inspiring Minds, Transforming Lives," as we strive to create a better learning environment for all.

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8. Conclusion
HIS believes that a respectful and transparent complaints process is essential to maintaining a harmonious school community. Guided by biblical principles, we seek to resolve conflicts in a way that builds trust, fosters understanding, and promotes peace.

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This Complaints Policy reflects the core values of Heritage International School, rooted in scripture and our commitment to inspiring minds and transforming lives.