Last reviewed on 23 June 2022
School types: All · School phases: All
Ref: 44833

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 

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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