7. The manner in which the school handles complaints meets the standard if it has a complaints procedure which—
(a)is in writing;
(b)is available on request in appropriate format to pupils, to the parents of pupils and of prospective pupils at the school;
(c)sets out clear time scales for the management of a complaint;
(d)provides an opportunity for a complaint to be made and considered on an informal basis;
(e)where the parents are not satisfied with the response made in accordance with paragraph (d) or wish to pursue a formal complaint establishes a procedure for the complaint to be made in writing;
(f)where the parents are not satisfied with the response to the complaint made in accordance with paragraph (e), makes provision for a hearing before a panel appointed by or on behalf of the proprietor and consisting of at least three people who were not directly involved in the matters detailed in the complaint;
(g)stipulates that, where there is a panel hearing of a complaint, one person will be independent of the management and running of the school;
(h)allows for the parents to attend and to be accompanied at a panel hearing if they wish;
(i)provides for the panel to make findings and recommendations and stipulates that the complainant, proprietor and head teacher, and where relevant the person complained about, are each given a copy of any findings and recommendations;
(j)provides for written records to be kept of all complaints, including whether they are resolved at the preliminary stage or proceed to a panel hearing;
(k)provides that, subject to paragraph 6(2)(j) of this Schedule, correspondence, statements and records of complaints are to be kept confidential except where the National Assembly or a body conducting an inspection under section 163 of the 2002 Act requests access to any documents relating to the complaint; and
(l)where the school provides boarding accommodation, complies with Standard 5 of the National Minimum Standards for Boarding Schools 2003 or, where applicable, Standard 4 of the National Minimum Standards for Residential Special Schools 2003.