Complaints

We advise you read and understand the complaints procedure before completing the form. The procedure is outlined below, click here to read.

Complaints

First Name

Last Name

Relationship to Madrassah:

Parent/guardian

Teacher/staff

Student/ attendee

Other (Please specify)

Other, please specify

Phone/Mobile

Student Name (if applicable)

Class/Teacher Name (if applicable)

Date of incident/issue

Location of incident/issue (if applicable)

Date of Complaint:

Have you raised this issue before?

Yes

Who did you raise this with? (if applicable)

What actions, if any, were taken at that time? (if applicable)

Desired Outcomes

Supporting Evidence: (if applicable) – supporting documents/ evidence attached (e.g., emails, photos, witness statements).

Choose File

Signature and Declaration

I confirm that the information provided in this form is accurate to the best of my knowledge.

Complaints Procedure

At Al-Hidaya Academy, we are committed to addressing concerns promptly and fairly. Please follow the steps below to ensure your complaint is handled efficiently:

Step 1: Informal Resolution

We encourage all parties to first try and resolve the issue directly with the people involved in a respectful and constructive manner.

Step 2: Contact the Administration

If the matter cannot be resolved informally, please raise your concern by completing the complaints form above and submitting it.

Step 3: Acknowledgement and Initial Response

Once your complaint has been received, we will acknowledge it within 24 to 48 hours. The administration team will then investigate the issue and aim to provide a response within 7 working days, offering a fair and reasonable solution wherever possible.

Step 4: Escalation to the Principal

If the issue remains unresolved after admin review, the complaint will be escalated to the principal. The principal will carefully consider the matter and provide a final decision within 28 working days. The principal’s decision will be final.