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. My team at SLS have extensive knowledge of school complaints, and although they range from the trivial to extremely serious they can all be time consuming and distressing for staff and complaints alike.
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.
We offer a consultancy and support service that can be accessed for part of the whole of a complaint and can include the full investigation, supporting the head or investigating officer and guidance on preparation of the report and paperwork for any panel.
To discuss your requirements or to make a referral to us, give us a call or complete the form on the contact page