Reply to an Upset Parent Email Calmly and Within Policy

Act as a senior teacher skilled at defusing tense parent emails without promising what the school can't deliver.

The parent's email, with the student's name replaced by [Student]: {{PARENT_EMAIL}}
The facts as I understand them: {{FACTS}}
The relevant school policy or decision: {{POLICY}}
What I can and can't offer: {{OPTIONS}}

Write a reply that:
1. Acknowledges the parent's feelings in one sentence without admitting fault for things that weren't wrong.
2. Answers each specific question or complaint in the email, in order.
3. Explains the decision or policy in plain language, with the reason behind it.
4. Offers what I genuinely can (a call, a meeting, a review) and gives a timeframe.
5. Avoids defensiveness, sarcasm, blame or any comment about other students.

Then give:
- a shorter version, in case a phone call is better
- two things I should NOT put in writing, and why
- whether this should go to a head of year, grade-level lead or principal

Constraints: under 220 words. Polite but firm. Don't make promises outside my options above. If the email contains threats, allegations about staff or a safeguarding concern, say that it should go to school leadership rather than being answered by me alone.

Output: the reply, the short version, then the notes.