Complaints Procedure

Our Commitment

NOVATECH A.I American College takes all concerns and complaints seriously. We aim to resolve issues fairly, quickly and at the lowest appropriate level. Your confidence in the school matters to us, and every concern is an opportunity to improve.

This procedure applies to complaints from parents, guardians, students (where appropriate to their age) and members of the wider school community.

Before Making a Formal Complaint

Many concerns can be resolved quickly and informally. If you have a concern, we encourage you to:

• Speak directly with the class teacher or relevant staff member as a first step
• Contact school administration by phone or email if the concern involves a staff member's conduct
• Allow the school a reasonable time to investigate and respond before escalating

Formal Complaints — Three-Stage Process

Complaints About Safeguarding

Concerns about the safety or welfare of a child should be reported immediately — do not wait for formal procedures. Contact the school's Designated Safeguarding Lead directly by phone. If you believe a child is in immediate danger, contact Nigerian emergency services. Refer also to our Safeguarding Policy.

How We Handle Your Complaint

• All complaints are treated with confidentiality and respect
• You will receive a written acknowledgment within the timeframes above
• The school will not victimise or treat negatively anyone who raises a genuine complaint
• Anonymous complaints will be considered where possible, but may limit the school's ability to investigate fully
• A record of all formal complaints and their outcomes is maintained securely

Contact

To raise a concern or submit a complaint, contact the school administration directly.