You must have a complaints procedure
All maintained schools must have a complaints procedure and publish it on their website. This is set out in section 29 of the Education Act 2002.
Your procedure must:
- Cover all complaints about your school, including any facilities or services you provide (though you'll cover some types of complaints in separate statutory procedures – read more about this below)
- Allow anyone to make a complaint – you can't limit the policy to parents/carers of current pupils only
- Be tailored to your school – you can't adopt the policy of your local authority (LA) without amendments
Your policy document must clearly set out your procedures – a general guidance document on how to make a complaint isn't enough.
Your procedure should set out the