1. Purpose
Taqwa Institute welcomes feedback and is committed to resolving concerns quickly and fairly. This policy outlines the procedure for raising and resolving formal complaints.
2. Procedure
Stage 1 — Informal
Raise the concern with the relevant member of staff. Most concerns are resolved at this stage.
Stage 2 — Formal
If unresolved, submit a written complaint to the Principal at office@taqwainstitute.org. The Principal will:
- Acknowledge the complaint within 5 working days
- Investigate impartially
- Provide a written response within 15 working days
Complaints about the Principal are submitted directly to the Board of Trustees.
Stage 3 — Trustee Review Panel
If still unresolved, the complaint is referred to a panel of two Trustees not previously involved. The panel will:
- Hear the complaint within 20 working days
- Issue a final written decision
The Trustee panel decision is final. Taqwa's complaints procedure does not extend to matters under the jurisdiction of statutory agencies (e.g. safeguarding referrals, which are handled by Oldham Children's Services).
3. Record Keeping
All formal complaints are recorded by the Principal and reported to Trustees annually. Records are held securely for a minimum of 6 years.
4. Policy Review
Reviewed annually by the Principal and Trustees.
Next review: Academic Year 2026–2027
Taqwa Institute | Crossbank Street, Oldham, OL8 1HE | Charity No: 1131176 office@taqwainstitute.org | 0161 633 3626 | www.taqwainstitute.org