Fountain Schools values open communication and recognizes the importance of receiving feedback, suggestions, compliments, and concerns from learners, parents, guardians, staff, and members of the wider school community. We believe that constructive feedback and the effective resolution of concerns contribute significantly to continuous improvement and the provision of quality education and services.

The school is committed to maintaining a fair, transparent, respectful, and accessible process for addressing complaints and feedback. We encourage individuals to raise concerns promptly and in good faith so that issues may be understood and addressed appropriately and in a timely manner.

Complaints and concerns may relate to academic matters, school services, learner welfare, communication, facilities, policies, or any aspect of the school’s operations. Feedback and suggestions that support the improvement of educational programmes and services are also welcomed and appreciated.

Fountain Schools is committed to treating all complaints and feedback seriously, respectfully, and confidentially. Every effort will be made to ensure that concerns are handled impartially, investigated appropriately where necessary, and addressed in a manner that promotes fairness, understanding, and positive outcomes for all parties involved.

Individuals raising concerns are encouraged to provide clear and accurate information to assist the school in understanding the matter and determining appropriate actions. The school may request additional information or clarification where necessary to facilitate a fair and effective review process.

Where possible, concerns should first be communicated directly to the relevant teacher, staff member, or school administration to allow opportunities for clarification and resolution at the earliest stage. Where concerns cannot be resolved informally or require further consideration, the matter may be escalated through the school’s established procedures.

The school recognizes the importance of maintaining respectful communication throughout the complaints process. All parties involved are expected to conduct themselves courteously and cooperate in seeking constructive and appropriate resolutions.

Feedback and suggestions provided by members of the school community may be used to strengthen school programmes, improve services, and enhance the educational experience of learners. Fountain Schools views feedback as an important part of continuous improvement and remains committed to listening, learning, and responding positively to the needs of its community.

This Complaints and Feedback Policy may be reviewed and updated periodically to ensure continued effectiveness and alignment with educational requirements, best practices, and the school’s commitment to quality service delivery.

For complaints, concerns, or feedback, please contact:

Fountain Schools
P.O. Box 1136-20200, Kericho, Kenya
Telephone: 052-2021906 | +254 717 296 520
Email: info@fountainschools.net
Website: www.fountainschools.net

Fountain Schools remains committed to its principles of Love, Hope, and Faith and its tradition of Service and Excellence by fostering open communication, encouraging constructive feedback, and addressing concerns fairly and responsibly to ensure a positive, supportive, and continuously improving educational environment for all.