Version 1.0 · Effective 19 June 2026 · Next review 1 July 2027 · Ref IWS-COMP-01
How to raise a concern or complaint, and how IWS Online School will respond.
| Document reference | IWS-COMP-01 |
|---|---|
| Organisation | IWS Online School LTD (company number 14794517) |
| Complaints contact | [email protected] |
| Owner | Thomas Cooper — Operations Lead |
| Version | 1.0 |
| Effective date | 19 June 2026 |
| Next review date | 1 July 2027, or sooner if required |
Related documents: Privacy Policy & Data Protection Notice; Safeguarding & Child Protection Policy; Data Protection & GDPR Policy; Website Terms & Conditions; Enrolment Agreement.
IWS Online School ("IWS", "we", "us", "our") is committed to providing a high standard of education and support. We welcome feedback, and we take concerns and complaints seriously. This procedure explains how to raise a complaint and how we will handle it, fairly, promptly and without anyone being treated unfavourably for raising a concern in good faith.
This procedure applies to general complaints about IWS, including concerns about teaching and learning, the online platform and lessons, communication, customer service, administration, billing, or the conduct of staff. It may be used by parents and carers, students, and other people who deal with IWS.
Students are encouraged to raise concerns too. A student can speak to their teacher or Success Coach, or ask a parent or carer to contact us on their behalf.
Some matters are not dealt with under this procedure because they have their own route:
If you are unsure which route applies, send your concern to [email protected] and we will direct it to the right person.
When you raise a complaint, we will: treat you with respect and take your concern seriously; handle it confidentially, sharing information only with those who need to be involved; aim to resolve it as early and informally as possible; keep you informed; and make sure no student or family is treated unfavourably for raising a genuine concern. Where a complaint highlights something we can improve, we will act on it.
Most concerns can be resolved quickly and informally. Please raise your concern with the member of staff most directly involved — for example the class teacher or your Success Coach — or email [email protected], and we will pass it to the right person. We will acknowledge your concern and try to resolve it without the need for a formal complaint.
If your concern is not resolved informally, or you wish to make a formal complaint, please put it in writing by emailing [email protected]. Please describe what has happened, who was involved, what you would like us to do to put it right, and include any relevant dates or documents.
Formal complaints are coordinated by the Operations Lead through [email protected] and allocated to a senior leader who has not been involved in the matter — the Operations Lead, Academic Lead or Pastoral Lead, as appropriate to the nature of the complaint. That senior leader will investigate, which may include speaking with the people concerned and reviewing relevant records, and we will then send you a written response explaining our findings and any action we will take. Where a complaint concerns a particular senior leader or their area of responsibility, it will be allocated to a different senior leader or to the CEO (see section 9).
If you remain dissatisfied after the formal stage, you may ask in writing for your complaint to be considered by a complaints panel. Send your request to [email protected].
The panel will consist of at least three people who were not directly involved in the matter, including at least one person who is independent of the management and running of IWS. As we are an online school, the hearing may be held by video. You may attend the hearing and, if you wish, be accompanied by one other person. The panel will consider the complaint and any further information, and will send you its findings and any recommendations in writing. A copy will be available to the Proprietor / CEO.
We work on the following timescales. "Working days" means days when IWS is operating, excluding weekends and school holidays. Where a matter is complex or falls during a holiday period, we may need more time; if so, we will tell you and give a revised date.
| Stage | What happens | Our timescale |
|---|---|---|
| Stage 1 — Informal | We acknowledge your concern and aim to resolve it. | Acknowledge within 5 working days; resolve within 10 working days where possible. |
| Stage 2 — Formal | We acknowledge, investigate and send a written response. | Acknowledge within 5 working days; written response within 15 working days. |
| Stage 3 — Panel | You request a panel; we convene it and send written findings. | Request within 10 working days of the Stage 2 response; panel convened within 15 working days; written findings within 5 working days of the hearing. |
If your complaint is about a member of the leadership team (the Operations Lead, Academic Lead or Pastoral Lead), it will be handled by a different senior leader, or by the Proprietor / CEO, who has not been involved. If your complaint is about the Proprietor / CEO, it will be handled by another senior person or an independent person appointed for that purpose, so that the complaint is considered impartially.
We will always take safeguarding concerns seriously, however they reach us. For other complaints, it is harder to investigate and respond fairly if we cannot contact the person concerned, so we may be limited in what we can do with an anonymous complaint. We will still consider the issues raised where it is appropriate to do so.
We treat all complainants with respect and ask for the same in return. In rare cases where a complaint is pursued in a way that is abusive, or repeats a matter that has already been fully addressed, we may place proportionate limits on how we correspond about it. We will explain our reasons in writing.
Complaints are treated confidentially and shared only with those who need to be involved to investigate and respond, or where the law requires. We keep a written record of formal complaints, the outcome, and any action taken, and whether they were resolved at the informal, formal or panel stage. These records are kept securely and retained in line with our Data Retention Schedule.
For data protection complaints, you may contact the Information Commissioner's Office at ico.org.uk or on 0303 123 1113. For safeguarding matters, you may contact the relevant children's services or, where a child is at risk, the police. Where IWS becomes accredited or registered with an external education body, details of any further external route will be added here.
To raise a complaint, email [email protected]. For safeguarding concerns, contact Michelle van Roon at [email protected]. For data protection concerns, contact our Data Protection Officer at [email protected].
A Cambridge-accredited British online school, delivering live, expert-taught education to students aged 7–19 worldwide.
A warm, close-knit school community where every child is known by name and supported to thrive.
