Complaints procedure: model and examples
Adapt our model complaints procedure to your school's context, and use our checklists to make sure you stay compliant.
Download our model procedure
Our model document is designed for you to adapt to suit your trust's context. It takes account of relevant requirements and good practice.
The model has been approved by Forbes Solicitors.
Updates to the model document
We updated our model procedure on 8 November 2021 to reflect the following non-statutory guidance from the DfE:
- Best practice guidance for maintained schools, last updated on 15 January 2021
- Best practice guidance for academies, last updated on 12 March 2021
If you last reviewed your complaints procedure before 8th November 2021, you may need to make significant changes. Read this document for a quick way to see what changed.
Nexus MAT's 'complaints policy' involves a 3-stage procedure. The final stage panel hearing involves both the chair of the relevant local governing board and a member of the board of