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COBIS Corporate Complaints Policy

Introduction 

COBIS exists to support and represent the collective interest of its member schools by providing access to professional information, training and opportunities for continuous improvement. We are dedicated to promoting excellence in British international education around the world and are committed to delivering high quality services and support. 

While we strive to meet these standards consistently, we recognise that there may be times when we fall short. If that happens, we welcome your feedback. 

To help us maintain and improve the quality of our services, we have a complaints procedure in place, as detailed in this document. This allows you to let us know if you are dissatisfied with any aspect of your experience with COBIS.

Definitions and Scope 

A ‘concern’ is defined as “an expression of worry or doubt over an issue considered to be important for which reassurances is sought”. 

COBIS aims to resolve concerns through regular, informal communication wherever possible.  

A ‘complaint’ is defined as “an expression of dissatisfaction, regardless of how it is made, about actions taken or a failure to act”. 

COBIS seeks to address complaints informally and promptly, but recognises that some situations may require a formal approach. This policy outlines the procedure for handling complaints at every stage. 

When responding to complaints, COBIS is committed to: 

  • being impartial and non-adversarial;  

  • addressing all points raised and providing a timely and effective response; 

  • respecting complainant’s confidentiality; 

  • treating  all complainants with courtesy and respect; 

  • keeping complainants informed throughout the complaints process; and 

  • using feedback from  complaints to support ongoing service improvement. 

Wherever possible, COBIS will resolve concerns and complaints informally. If informal resolution is not appropriate or successful, formal procedures will be followed. To support transparency, this policy is publicly available on the COBIS website. 

Principles and Timescales for Enquiry 

When responding to a complaint, COBIS will seek to clarify: 

  • What has happened? 

  • Who was involved? 

  • What the complainant believes would resolve the issue? 

COBIS is committed to addressing complaints promptly and effectively. For Stage 1 (Informal) complaints: 

  • an acknowledgment will be sent within three working days; and 

  • a full response will be provided within three working weeks. 

If the complaint is escalated to Stages 2 – 4 (Formal): 

  • an initial response will be issued within three working days.  

Complaints should ideally be made as soon as possible after the issue occurs and no later than three months afterwards. COBIS may consider exceptions to this timeframe where there are valid reasons for the delay and where a fair enquiry remains possible for all involved. 

While COBIS always aims for a positive and constructive resolution, all correspondence with complainants will be treated as confidential. 

Complaints relating to Specific Areas 

  1. COBIS Member Schools 

If your complaint concerns a COBIS member school rather than COBIS itself, please refer to the COBIS Guide to Complaints (COBIS Schools) which can be found here. 

  1. Complaints relating to the COBIS CEO or COBIS Board Members 

  • CEO: Complaints should be directed to the Vice Chair. 

  • Chair or Board members (excluding the Vice Chair): Complaints should be submitted in writing to the Vice Chair. 

  • Vice Chair: Complaints should be submitted in writing to the Chair. 

  1. Complaints relating to the COBIS Accreditation and Compliance Scheme 

If your complaint relates to any aspect of the COBIS  Accreditation and Compliance Scheme, including the process and/or personnel involved (i.e. COBIS Executive, Lead Improvement Partners or Peer Accreditors), please contact the Director of Accreditation in the first instance. These complaints will follow the standard 4-stage COBIS Corporate Complaints procedure as outlined below. 

  1. Allegations regarding COBIS Staff, Board Members, Lead Improvement Partners or Peer Accreditors 

COBIS takes safeguarding extremely seriously. To read COBIS safeguarding statement, please see here.  Allegations are managed in accordance with guidance from the International Taskforce for Child Protection, of which COBIS is a founding member. This guidance is available here. 

Stages of the Complaint Process 

COBIS has a four-stage process for handling complaints. 

Stage 1: Informal Resolution  

COBIS takes informal concerns seriously and will make every effort to resolve the issues promptly. In many cases, providing clarification or additional information may be sufficient to address the issue. 

Complainants are encouraged to raise their complaint as soon as possible with the relevant COBIS representative. This can be done in person, by letter, telephone or e-mail. Initial complaints should be directed to pa@cobis.org.uk or posted to the COBIS Head Office, marked for the attention of the COBIS Complaints Team. 

COBIS will: 

  • acknowledge informal complaints within three working days; and 

  • respond with further detail within three working weeks. 

If the complaint cannot be resolved informally, it will be escalated to Stage 2(Formal Complaint). 

Stage 2: Formal Complaint 

If you wish to make a formal complaint, or if your informal complaint has not be resolved satisfactorily, please submit your concerns in writing to the COBIS CEO or the relevant COBIS representative. 

Your written complaint should include: 

  • key details (relevant dates, times and individuals involved); 

  • copies of any relevant documents; and 

  • a clear statement of what resolution you are seeking. 

The COBIS CEO (or relevant COBIS representative) will arrange a meeting, either in person or via a video call to clarify the concerns and seek a resolution. You may be accompanied to this meeting, but must inform COBIS in advance of your companion’s identity. 

In certain circumstances, COBIS may need to decline a request for a particular individual to attend any meeting – for example, if there is a conflict of interest. If so, COBIS will notify the you promptly so alternative arrangements can be made. 

Following the meeting, the COBIS CEO (or appointed individual), will conduct a formal enquiry. A written conclusion will be provided within three working weeks. 

If you are not satisfied with the outcome, you may proceed to Stage 3 by notifying the COBIS Vice Chair in writing within ten days of receiving the conclusion. 

Stage 3:  Vice Chair Review 

Your letter to the Vice Chair should: 

  • outline the complaint and provide supporting evidence;  

  • specify the resolution you are seeking; and 

  • explain why the previous stage did not adequately address your concerns. 

The Vice Chair will: 

  •  acknowledge receipt within three working days; and 

  • provide a written conclusion within ten days of receiving your letter. 

If you remain dissatisfied, you may escalate the matter to Stage 4 by writing to the COBIS Vice Chair within ten days of receiving the Stage 3 response. 

Stage 4: Complaint Review Panel 

The Complaint Review Panel will consist of COBIS Board members, who will be assigned to this task by the Chair. Panel members will have access to the full record of the complaint. You will be given reasonable notice of the panel meeting date. 

While COBIS will aim to accommodate your availability, the panel reserves the right to convene at their convenience and discretion. At the meeting: 

  • you and the relevant representative from COBIS may submit written or oral statements; 

  • you may attend with a suitable companion (not a legal representative); and 

  • both parties will present their cases and respond to questions. 

After the presentations, the panel will deliberate privately and issue its findings and recommendations. These will be shared with you (the complainant), the subject of the complaint (if applicable) and the COBIS CEO or relevant COBIS representative. 

The decision of the COBIS Review Panel is final. 

Unacceptable complaints 

COBIS will not engage with complaints that are defamatory, abusive, offensive or threatening. Such complaints will be dismissed immediately. 

Persistent and Vexatious Complaints 

If a complainant continues to pursue a matter after the complaints procedure has been fully exhausted, the COBIS Vice Chair (or Chair, if the complaint concerns the Vice Chair) will inform the complainant that the matter is closed. 

COBIS may choose not to respond to further contact if: 

  • all reasonable steps have been taken to address the complaint; 

  • the complainant has been clearly informed of COBIS’ position and the options available; and 

  • the complainant repeatedly raises the same points. 

COBIS is also unlikely to respond if: 

  • the complainant appears to be acting with intent to disrupt or inconvenience;  

  • communications are consistently abusive or aggressive; and/or 

  • personal insults or threats are made toward COBIS staff. 

In such cases, COBIS will notify the complainant in writing that no further correspondence will be entertained. COBIS will ensure this decision is made fairly and reasonably. 
 
Record Keeping 

COBIS will maintain records of all complaints, including: 

  • actions taken at each stage; 

  • the stage at which the complaint was resolved; and  

  • the final outcome. 

Records will include correspondence, meeting notes and call logs. All material will be treated confidentially and stored securely in accordance with the UK data protection legislation. Access will be restricted to those involved in the enquiry or review process. 

This policy is reviewed annually.  

Last reviewed December 2025