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We are aware that some customers are experiencing difficulties when redeeming their vouchers online and our bookings team are working to resolve this. If you would like to redeem your voucher in the meantime, please call the school on 020 8749 6400 to make your purchase over the phone. We apologise for the inconvenience.

Most of our students find their time at Leiths extremely enjoyable and fulfilling. However, when there are problems, this is how they are dealt with.

It is Leiths policy to respond to any complaints as quickly as possible and to make working conditions fair for staff and students alike.

The office operates an open door policy and help can be sought at any time.

A student has a problem with the other students in their class:

1.    They should talk to their class teacher

2.    Their class teacher will investigate any issues brought to their attention and seek guidance where necessary. The Class Teacher will get agreement from the student before proceeding with any action

3.    The class teacher will deal with any inappropriate or discriminatory behavior regardless of the specific complaint. The Principal should be informed

4.    If the student is still not satisfied, they should request a meeting with the Principal

A student has a problem with their class teacher:

1.    They should discuss this with the Principal

2.    The Principal will investigate any issues brought to their attention.

3.    The Principal will discuss with the class teacher any ways in which their style or actions could be moderated in order to prevent further problems. The Principal will discuss with the student any ways in which they could help to improve the situation

4.    Should it be impossible to resolve the situation with mutual effort, the Principal will attempt to move the student to another class, although this may not be possible until the end of a term and may require another student to agree to swap classes. It is not always possible to move students to another class

5.    If the student is still not satisfied, they should request a meeting with the M.D.

A student has a problem with a teacher (not their class teacher):

1.    They should discuss this with their Class Teacher

2.    Their class teacher will automatically discuss this with the teacher’s line manager and notify the Principal. They will investigate any issues brought to their attention

3.    The line manager will discuss with the teacher any ways in which their style or actions could be moderated in order to prevent further problems. The Class Teacher will discuss with the student any ways in which they could help to improve the situation. The Principal will ensure progress is monitored

4.    Should the problems discussed lead to a disciplinary situation for the teacher involved, the Principal will hand over to the M.D. in charge of H.R. to proceed with the process. Where possible, the teacher will not teach the student until this process has been resolved.

A student has a problem with another student:

1.    They should discuss this with their Class Teacher

2.    The Class Teacher will investigate any issues brought to their attention and seek guidance where necessary. The Class Teacher will get agreement from the student before proceeding with any action

3.    If both students are within the same class, the Class Teacher will propose any ways in which the behaviour of either student could be moderated in order to prevent further problems.

4.    If the students are from different classes, the Principal will propose any ways in which the behaviour of either student could be moderated in order to prevent further problems

5.    If bullying behavior is discovered, it will be dealt with by the Principal regardless of this specific complaint

6.    If the student is still not satisfied, they should request a meeting with the M.D.

A student has unacceptable level of absence:

1.    The Class Teacher will notify the student and the Principal when attendance becomes a concern. The feepayer will also be notified if that is a different person to the student. The student will be reminded of the minimum attendance required to be eligible to take the exam

2.    If the student then exceeds that limit, they will not be entitled to take the end of term examination. They will not be eligible for a certificate of attendance but in compassionate situations Leiths will prepare a document detailing what the student has covered and the level they have achieved.

3.    In compassionate situations, where not enough skills have been covered for a Certificate of Attendance to be awarded, Leiths may award a Certificate of Attendance with notes of skills not covered. (for examples of compassionate situations see below)

4.    If a student wishes to appeal against the Principal’s decision, they should request a meeting with the M.D.

A student is not progressing fast enough to achieve the target qualification:

1.    The Class Teacher will notify the student and the Principal of their concerns.

2.    The Principal and Class Teacher will formulate a plan to aid the student’s learning which they will then discuss with the student . They may request information regarding any existing or potential learning difficulties the student may have to aid their planning

3.    The Class Teacher will then implement the plan, reporting back to the student and the Principal at regular intervals, making more changes as necessary. The Class Teacher will contact the fee payer if this is a different person to the student

4.    In some situations private coaching can be suggested

5.    If the student fails to meet their targets, taking a lesser exam at the end of term should be discussed

6.    In situations where a student’s performance in class is detrimental to the rest of the class, they may be asked to leave the course (see terms and conditions)

7.    If a student is unhappy with the Principal’s decision, they should request a meeting with the M.D.

A group of students is generating complaints from a member or members of the student body:

1.    A complaint should be made to the Principal

2.    The Principal will investigate any issues brought to their attention.

3.    The group will be presented with the complaint and the impact on their peers described

4.    Any student who still persists in the behavior will be individually cautioned. This will happen in private unless it needs to be stopped immediately for the good of the student body (in cases of health and safety, hygiene or talking in demonstrations)

5.    Any student who persists in the behavior may then be excluded from classes

6.    Appeals can be made the M.D.

A student is unhappy with the course structure or content:

1.    Minor concerns may be discussed at the student rep meetings

2.    For other concerns, the student  should request a meeting with the Principal to discuss their concerns

3.    The Principal will make any changes possible that would be in the interests of the majority of the students

4.    If the student is not satisfied, a further meeting should be requested with the M.D.

A student is unhappy with the facilities or equipment provided:

1.    Minor concerns may be discussed at the student rep meetings

2.    For other concerns, the student should discuss with their Class Teacher. The class teacher will report any maintenance issues in the normal way, order any equipment that is part of the standard provision in the kitchens and discuss with the Principal any additional requests.

3.    Any requests for equipment or facilities not currently offered, will be taken by the Principal to the monthly Management meeting where a decision will be made either to satisfy the request or an explanation given for denying it.

4.    If the student is not satisfied a meeting should be requested with the M.D.

If a student feels any complaint or grievance has not been dealt with correctly they should make an appointment to discuss the matter with the M.D.

In exceptional circumstances where agreement cannot be reached, Henry Harris chef/proprietor of Racine restaurant in Knightsbridge will act as external adjudicator.

 Students and staff must follow the procedures above and note any discussions, decisions or action points on the students’ Individual Learning Plan and Record.

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