COMPLAINTS
Collaborating with our stakeholders on issues that impact on lived experience in ESF is vital for fostering trust, transparency and a sense of belonging. This helps us ensure that our stakeholders feel listened to and valued and enables us to explore where we may do better.
In some cases, unresolved issues may escalate into formal complaints. When this happens, the ESF Complaints Policy should be followed to ensure prompt and fair management in the best interests of all parties involved.
The ESF complaint handling process consists of four stages:
Stage 1 – Locally Managed Informal Process
When issues negatively impact on ESF experience, ESF encourages stakeholders to first address these issues directly with the school or relevant office at ESF Explore or ESF Centre. This could involve speaking with a child’s teacher or a line manager of the person with whom there is an issue. In most cases, these issues are resolved amicably.
Stage 2 – Locally Managed Formal Process
If issues remain unresolved at Stage 1, complainants may file a formal complaint at Stage 2. Formal complaints at Stage 2 shall be lodged using the online Formal Complaint Form via the Complaint Management System (CMS).
The CMS can be accessed on the following:
- ESF website (for all stakeholders)
- ESF App (for parents)
- Assembly (for staff)
If the complainant considers it inappropriate to manage their complaint at Stage 1 or 2, or if the complaint is directly about the Principal/Head of School (for kindergartens), the Head of Business Development and Operation for ESF Explore, or a Director or member of the Senior Management at ESF Centre, they may file their complaint at Stage 3.
Click to file a formal complaint at Stage 2: Online Formal Complaint Form.
Stage 3 – Centrally Managed Formal Process (Escalation to ESF Centre)
Complainants may escalate their formal complaint to the ESF Centre if they remain dissatisfied with the outcome of the Stage 2 investigation. To do so, they can click the link to the Online Complaint Escalation Form included in the report issued upon completion of the Stage 2 process.
The escalation form is also accessible here: Online Complaint Escalation Form.
Stage 4 – Appeal to CEO
If the complainant is still dissatisfied with the outcome of the investigation at Stage 3, they may send a letter to the CEO seeking an appeal. The letter should include the case number of the complaint, as indicated in the Stage 3 investigation report, and be addressed to:
Chief Executive Officer
English Schools Foundation
ESF Centre, 12/F, Island Place Tower, 510 King’s Road, North Point
E-mail: ceooappeals@esfcentre.edu.hk
WHISTLEBLOWNG
ESF is committed to the highest standards of integrity. Our Whistleblowing Policy provides a confidential channel for all stakeholders, including staff and parents, to report serious wrongdoing—such as fraud, corruption, or safety breaches—without fear of reprisal.
Whistleblowing vs. Complaints: Which should I use?
It is important to use the correct channel to ensure your concerns are handled effectively:
- Whistleblowing: Use the Whistleblowing Policy for matters of public interest or ethical failures (e.g., financial malpractice, legal breaches, or risks to health and safety). This policy provides a “confidential shield” to protect you from any form of retaliation.
- Complaints: Use the Complaints Policy for personal grievances (e.g., dissatisfaction with how student matters are handled, concerns about the management of school activities, disputes relating to employment terms)
Oversight and Protection
The Director of Governance oversees the whistleblowing scheme and is one of the primary points of contact for disclosures. To maintain ESF’s high standards, any reports of retaliatory behaviour following a disclosure should be reported directly to the Director of Governance or the Director of Human Resources to ensure immediate protection.
Updated: 9 February 2026