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      Complaints

      We are committed to taking concerns seriously, at the earliest stage, in the hope of keeping the number of formal complaints to a minimum and without needing formal procedures. However, depending on the nature of the complaint, you will be asked to follow our complaints procedure.

      The main aim of the procedure is to resolve the complaint as fairly and speedily as possible. The overall interests of the child will always be the main consideration in seeking a resolution.

      All complaints will be dealt with in a sensitive, impartial and confidential manner.

      Although it is essential that we respond as quickly as possible to any concern, it is also important to give all aspects a thorough consideration of all the facts before coming to any conclusions. This is in the interests of all concerned.

      We will use this process to improve the service it provides.

      Every single concern or complaint will pass through the Directors Office in order for service quality to be monitored and improved.

      malalamiko@oshwalacademy.sc.ke will be used by the Directors Office to centralise the process.

      To submit a complaint click here.

      To view the complaints policy click here.

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