Parent Complaints & Grievance Procedure

Brooke House Academy values open, constructive communication with students and families.

We are committed to addressing concerns fairly, professionally and promptly.

Parents are encouraged to raise routine concerns directly with the appropriate teacher, coach or campus representative.

Examples include:

• Classroom concerns.
• Academic progress.
• Soccer training issues.
• Scheduling or communication difficulties.

Where possible, concerns should be resolved through constructive discussion.

Where a concern remains unresolved, parents may submit a written complaint to the relevant campus leadership.

The complaint should include:

• Student name and campus.
• Description of the concern.
• Relevant dates and circumstances.
• Previous attempts to resolve the issue.
• The outcome being requested.

Campus leadership will review the concern and provide an appropriate response.

If the matter remains unresolved, parents may request a formal review by the Executive Director.

Email: executivedirector@brookehouseacademy.com

The Executive Director will consider the available information and communicate the academy's determination.

Where the Executive Director is personally involved in the complaint, an appropriately designated alternative reviewer should handle the matter.

BHA will aim to acknowledge formal written complaints within two school days and provide a substantive response or update within ten school days.

Complex matters may require additional time.

These are academy service targets rather than guarantees of resolution within a fixed period.

Concerns involving suspected child abuse, neglect, serious staff misconduct or immediate student safety must be addressed through the appropriate safeguarding and mandatory reporting procedures.

Parents and staff are not required to complete the ordinary complaints process before contacting relevant authorities.

Child Protection & Safeguarding Policy →
Employee Misconduct & Mandatory Reporting Procedures →

Complaints will be handled discreetly and information shared only where appropriate.

BHA prohibits retaliation against students or families for raising concerns in good faith.

Requests for reconsideration of suspensions or expulsions are governed by the Student Code of Conduct & Disciplinary Policy.

Student Code of Conduct & Disciplinary Policy →

Nothing in this policy prevents families from contacting relevant authorities, scholarship organizations or the Florida Department of Education where applicable.