How to manage complaints: checklist and guidance
Be clear how to investigate complaints about your school in a thorough and timely manner. Download our checklist to help you carry out a formal investigation, and know what to include in your complaints procedure and when to seek external support.
- You must have a complaints procedure
- First, try to resolve concerns informally
- Carry out an investigation when you receive a formal complaint
- Download our checklist for investigating formal complaints
- Get external support, if appropriate
- Your role in convening a panel hearing
- When to use mediation as part of your procedure
- If still unsatisfied, the complainant can refer the issue to the DfE
- You must have a written record of complaints
- How to respond to persistent, unreasonable, and group complaints
You must have a complaints procedure
All academies are required to have a complaints procedure that must:
- Be put into writing
- Be made available to parents (you should publish it online)
- Set out clear timescales for the management of the complaint
- Cover how you'll handle complaints from parents and pupils at your school - you're not required to follow a procedure for complaints from people who aren't parents of attending pupils, but you're still expected to respond respectfully
This is set out in the best practice complaints guidance from the Education and Skills Funding Agency (ESFA).
Download our model complaints procedure –
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