Complaints drain school resources. Managing complaints can feel like a huge burden for governors, heads and complaint’s co-ordinators. They can feel very personal and cause huge upset in schools.


The new DFE Guidance in January 2019 sets out clear expectations for how schools and academy trusts respond to complaints. There is also a clear expectation that these requirements are added into complaints policies.


As a solicitor and school governor, I am very familiar with the range of complaints made in schools. They range from the trivial to extremely serious. Managing and understanding the interaction between different obligations, whether HR, Safeguarding, Equalities or Behaviour policies they can all have a bearing on how to manage a parental/carer complaint.


Being clear about what is, and what is not a complaint is really important in school. Just because someone doesn’t like an outcome, or feels that something should have been done differently does not make it a complaint. Taking a stand about what is and isn’t a complaint can make a huge difference.


Book on this course if:


  • You want to effectively manage complaints in schools

  • Understand why the process really matters

  • You handle complaints and want to ensure you are legally robust

  • You want to know when you can say ‘that’s not a complaint’ and close it down from the outset

  • You want to check if your policy is compliant


It is for heads, SLT, business managers and governors or trustees, and focuses on practicalities.