Complaints Procedure

NAF! School Ltd.
211 West George Street
G2 2LW

Policy Statement

This policy is intended to provide fair and prompt consideration to all staff and student complaints. NAF! School encourages all to use the complaint procedure without fear of prejudice or retaliation within the limits of the preview process and with the assurance that his/her/their confidences will be respected. 

It is the policy of  NAF! School to provide an effective and timely method for staff and students to bring forth workplace issues and concerns. These issues and concerns may include working conditions, performance, policies, procedures, other students or problems with co-workers or educators. 

Complaints about harassment as defined by NAF! School policies on Prohibited Discrimination and Sexual and other Unlawful Harassment will be investigated and resolved according to that policy, not this one. 


Complaint: An issue brought forth by a staff or student concerning NAF! School which may include, but is not limited to, working conditions, performance, policies, procedures, or problems with co- workers, other students or tutors. A complaint is not an issue that is a “grievance” as defined below. 

Grievance: A complaint brought forth by a member of staff concerning wrongful termination or unfair treatment in their employment by NAF! School or any other adverse employment action directly affecting the staff member and which the staff member believes to be in violation of written NAF! School policy or violation of employment laws or regulations. 

Staff: Regular full-time, freelance or part time employee of the academy. 

Complaints Procedure 

All complaints will be received in writing by Communications Administrator, Eva Rattray. All complaints should include specific facts, including: the reason for the grievance, persons involved, dates & times and any other key information relating to the grievance. 

We will send you a letter acknowledging receipt of your complaint within 3 days of receiving it, enclosing a copy of this procedure. We will attempt to discuss and resolve your complaint as soon as possible. If a resolution is not possible at this time, we will proceed to the next steps of the complaints procedure. 

Next Steps: 

  1. We will further investigate your complaint using the specific facts provided to speak with relevant staff members/students who may have information. 

  2. Eva will invite you to a meeting to further discuss your complaint and hopefully come to a resolution. She will do this within 14 days of your first discussion. 

  3. Within 3 days of the meeting, Eva will write to you and confirm what took place and any solutions that have been agreed upon. 

  4. If you do not want a meeting or it is not possible, Eva will send you a detailed written reply to your complaint, including her suggestions for resolving the matter, within 21 days of sending you the acknowledgment letter. 

  5. At this stage if you are still not satisfied with the proposed resolutions, your complaint will be handed over to People and Performance Manager, Nicole Maguire for review. 

  6. Nicole will review your complaint within 14 days of your notice of dissatisfaction with the previous suggestions, confirming our final position on your complaint and explaining our reasons.

  7. If you are still not satisfied, you can appeal your complaint with the relevant Ombudsman or commissioner.