If the source of the complaint is a parent or guardian:

Parents are encouraged to make their own decision about the appropriate member of staff in the School to whom their complaint should be made. If in doubt, however, the points below offer some guidance:

• If a complaint to a classroom teacher is of a minor nature and easily resolved then the teacher and parent should act together to resolve the issue between them.
• If the complaint is of a more substantial nature the teacher should refer the complainant to a more senior member of staff in the appropriate area. In the Junior School this would normally be the Head of the Junior School; in the Senior School it may be a Curriculum Leader, House Head, Director of Teaching and Learning or the Head of Senior School.
• If the matter cannot be resolved at this level it should be referred to the Headmaster. Failing resolution the parent may request that the matter be referred to the Chairman of the College Council who, together with the Council, is the final authority on matters concerning the School.

In all instances of complaint the School's representative shall record the issues and steps which have been taken to resolve any complaints. The Headmaster, or senior members of staff, may choose to interview students without parents or staff members being present.

If the source of the complaint is a student:

Students are encouraged to make their own decision about the appropriate member of staff in the School to whom their complaint should be made. If in doubt, however, the points below offer some guidance:

• The teacher and student should act to resolve a minor complaint to the satisfaction of both parties. If the student feels he cannot raise the matter directly with the staff member concerned, he may approach his House Head, the School Chaplain or School Psychologist.
• If a satisfactory resolution is not achieved, or if the matter is of a substantial nature, the matter should be referred to an appropriate senior staff member.
• Failing a resolution at that level the matter should be referred to the Headmaster for appropriate action.
• A record of the issues and steps taken to resolve the matters should be kept by the School's representatives.

If the source of complaint is a staff member:

Complaints of a minor nature should be resolved between colleagues.
A more senior staff member (ie. Head of Senior School, Head of Junior School, Chaplain etc) acting as facilitator can be requested by either party.
Complaints related to sexual or sex based harassment should be dealt with according to the School's policy.
Other complaints should be directed to the Headmaster. During any stage of the process, a person may choose to have a supporting person present at discussions or interviews with the Headmaster.
If unresolved, the staff member may write to the Chairman of Council, who, together with Council, is the final authority on matters concerning the School.

If complaints relate to physical, sexual or emotional abuse of children, the following procedures should be followed:

If the complaint is against a School employee
The student should be directed to the School Psychologist who should take and record details from the student. The School Psychologist should then inform senior members of staff.
The Headmaster or other senior member of staff will investigate the matter.
If, after investigation, there are no grounds for further action, the student should be advised that no action will be taken.
If the complaint is deemed frivolous or mischievous the student should be informed and at the discretion of the Headmaster, the matter referred to the parents of the student.
If the complaint of alleged verbal or emotional abuse can be substantiated, the matter should be discussed immediately with the employee concerned.
If the employee agrees that the student's allegations are true, appropriate action will be taken by the Headmaster. 

If the employee disputes the allegation the Headmaster should conduct a further investigation making sure all actions are documented, as are findings and decisions.
Subsequent action by the Headmaster will depend upon the findings.
In all such cases the Headmaster will consult with the Chairman of Council at the earliest possible moment once actions are deemed serious enough for further investigation.

For complaints of a serious physical nature the School's governing body should seek legal advice in relation to the School's actions towards the employee.
Any police action relating to non-sexual physical abuse should be left to the parents to initiate unless it is considered to be staff misconduct.
For complaints of alleged sexual abuse the School's governing body should seek legal advice immediately in relation to the School's actions towards the employee. Parents must be contacted immediately. Investigations of the alleged sexual abuse, unless obviously frivolous or mischievous, should be left to the police.

Complaint from students against people outside the School:

If the Headmaster or member of the Executive is convinced that the complaint is justified and or a serious nature, the matter should be discussed by the Headmaster with the Chairman of the School Council, with a view to making contact with the police.