Communication and Complaints
Parent Communication
At Al Salam Community School (ASCS), we believe that open, honest and respectful communication is the foundation of a strong partnership between home and school. We value the trust families place in us and are committed to maintaining clear and effective channels so that every parent feels informed, heard and supported.
Parents are always encouraged to contact the school whenever they have a question, concern or wish to share feedback. In most cases, the quickest and most effective way to resolve a matter is by speaking directly with the staff member most closely involved. This may be your child’s class teacher, form tutor, subject teacher or year leader. If further support is needed, the concern may then be referred to the phase leadership team, the Heads of School or the Principal’s Office depending on the nature of the issue.
Our staff can be reached through email, scheduled appointments or through the school reception. Parents can also find the most up-to-date contact information through the Parent HQ portal, where you can see who is your Head of Year and the contact details for specific queries such as inclusion, transport, operations, finance or safeguarding.
The school aims to respond to parent communication within twenty-four working hours and to resolve matters as soon as possible, normally within five to seven working days. In more complex cases, additional time may be required to investigate and respond appropriately, and parents will be kept informed throughout the process.
Above all, we want every family to know that our doors are open. The partnership between home and school is central to our ethos. Together we can ensure that every child thrives academically, socially and emotionally within our inclusive learning community. Please refer to the parent communications policy below for more details.
As a community built on mutual respect, we also ask that all communication between parents and staff remains courteous and constructive. Our Parent–School Etiquette Policy reinforces this shared commitment to civility, patience and partnership in every interaction.
Complaints and Resolutions
While most concerns are successfully addressed through regular communication, we recognise that there may be occasions when a parent wishes to take a matter further. ASCS has a clear and transparent Complaints Policy designed to ensure that all issues are handled fairly, confidentially and in accordance with best practice.
If a parent feels that a concern has not been addressed through the usual channels including and ending with the Heads of School, then the parent should submit a written complaint to the Principal’s office within five working days of the last contact with the Head of School. The complaints process will then be triggered, with the aim to coordinate an impartial investigation and communicate the findings directly from the Principal’s office.
All formal complaints are acknowledged in writing, investigated thoroughly and responded to within a reasonable timeframe. Where appropriate, the school may arrange mediation, provide further information or take corrective actions to reach a fair and balanced resolution.
In keeping with regulatory requirements, parents also have the right to contact the Knowledge and Human Development Authority (KHDA) should they wish to raise a concern externally. Details of how to do so are available on the KHDA website.
We value all feedback, both positive and negative, as an opportunity to learn and grow. Every complaint is treated as an important source of reflection that helps us maintain high standards of service, trust and care.
At Al Salam Community School, our commitment is clear. We listen carefully, act fairly and communicate transparently so that every family feels supported and every child continues to flourish. Please refer to our complaints policy below for more details.