The Maths Society
Complaints Policy and Procedure
We are committed to providing the best service we can and to being excellent in all that we
do, but we recognise that our practices could always be improved. When we fall short of the
high standards, we set for ourselves, we would like to hear about it. We take all feedback
seriously – both good and bad – and treat all feedback as an opportunity to develop.
• To listen to all complaints and suggestions.
• To enable staff and students to be able to make complaints and suggestions.
• To resolve problems in the best way possible.
• To use complaints as an opportunity to review and improve the service we offer.
• To consider and, if practicable, act on suggestions.
• To provide an opportunity at Staff Meetings for staff to bring up any issues under
Any Other Business.
• To provide all students with an opportunity to give feedback (including complaints
and suggestions) on the Annual Questionnaire and in tutorials.
• To ask a selection of students for suggestions on improvements to the service
provided by TMS.
Our commitment to you
We will strive to ensure that complaints are:
• acknowledged promptly;
• taken seriously and properly investigated;
• dealt with confidentially and fairly;
• responded to appropriately;
• learned from.
The difference between a concern and a complaint
A concern may be defined as ‘an expression of worry or doubt over an issue considered to
be important for which reassurances are sought’.
A complaint may be defined as ‘an expression of dissatisfaction however made, about
actions taken or a lack of action’.
It is in everyone’s interest that concerns and complaints are resolved at the earliest possible
stage. Many issues can be resolved informally, without the need to use the formal stages of
the complaint’s procedure. TMS takes concerns seriously and will make every effort to
resolve the matter as quickly as possible.
If you have difficulty discussing a concern with a particular member of staff, we will respect
your views. The ability to consider the concern objectively and impartially is important.
We understand however, that there are occasions when people would like to raise their
concerns formally. In this case, TMS will attempt to resolve the issue internally, through the
stages outlined within this complaints procedure.
We will not normally investigate anonymous complaints. However, the Head, Mr Jatin Patel,
if appropriate, will determine whether the complaint warrants an investigation.
You must raise the complaint within one month of the incident or, where a series of
associated incidents have occurred, within three months of the last of these incidents. We
will consider complaints made outside of this time frame if exceptional circumstances apply.
All safeguarding issues must be handled using our safeguarding policy.
All complaints that cannot be dealt with by the Head should be passed to the Trustees
promptly. The Head can handle complaints from parents. Informal complaints and Stage 1
or 2 complaints must be recorded in the records folder and kept for 3 years in accordance
with OFSTED regulations.
Informal complaint to centre
The procedure is to speak to the child's class teacher in the first instance, or contact the
Head to arrange an appointment to discuss your complaint with whoever you wish.
The Head will attempt to deal with complaints informally in centre. Details should be stored
in the records folder.
You can make a comment or complaint in person, by telephone, in writing, by email or
Stage 1 – Informal Complaint to Head
Upon receiving a complaint the Head will listen to the complaint verbally and make informal
recommendations within 28 days.
Stage 2 – Formal Complaint Investigation
If the recommendations are not acceptable to one or more parties, they can request that it
be escalated to stage 2. Head will investigate, interview the people involved and write a
report. This report will be shared but parts might be redacted.
The report will be completed within 28 days of escalation to stage 2.
Mr J Patel
j p a t e l @ mathsociety.org.uk
If the complainant believes the TMS did not handle their complaint in accordance with the
published complaints procedure or they acted unlawfully or unreasonably in the exercise of
their duties under education law, they can contact the Department for Education after they
have completed Stage 2.
The Department for Education will not normally reinvestigate the substance of complaints
or overturn any decisions made by TMS. They will consider whether TMS has adhered to
education legislation and any statutory policies connected with the complaint.
The complainant can refer their complaint to the Department for Education online
by telephone on: 0370 000 2288
You’ll usually get a reply within 15 working days.
In response to any serious incident of aggression or violence, we will immediately inform
the police and communicate our actions in writing. This may include barring an individual