Almost a quarter (23%) of respondents to a survey of school and trust leaders representing more than half a million pupils in England say a sharp spike in parental complaints has contributed to staff quitting their jobs over the past 12 months.

A further 48% of those who took part in UK and Ireland law firm Browne Jacobson’s spring 2026 School Leaders Survey report that staff have considered leaving, with senior leaders and teachers the most affected. 

The results come amid a backdrop in which complaint volumes have surged, are being rapidly escalated and the use of AI in correspondence has become increasingly more prevalent. 

Key findings of the survey include:

• 45% of school leaders have observed an increase in complaints that appear to be AI-generated or AI-enhanced.
• 90% report that parents are escalating complaints quicker (59% say this is happening much more quickly) than two years ago when Browne Jacobson previously surveyed on the rise in parental complaints – with many doing so immediately and without any attempt at formal resolution. 
• A further 45% of respondents say complaint volumes are approaching or have already reached breaking point. 

Victoria Hatton, Partner at Browne Jacobson specialising in handling parental complaints, said: “The volume and complexity of parental complaints has reached a point where it is genuinely impeding school leadership. 

“What we see in practice is that vexatious or misused AI-enhanced complaints do not just consume time – they erode confidence, affect staff wellbeing, and draw governors and senior leaders away from the work that matters most.” 

Parental complaints in schools white paper

The Department for Education’s schools white paper, published in February, features a range of proposals to alleviate the impact of rising complaints on schools. 

A pledge to introduce clearer guidance on handling vexatious complaints is the measure attracting the strongest support from leaders, with over two-thirds (68%) agreeing it is needed. 

There is also support for new mutual expectations with clear resolution timeframes (45%) and updated guidance for parents to understand the complaints process (47%). 

Beyond what is proposed, 72% of leaders call for a statutory definition of vexatious complaints – the single most demanded additional reform. 

A mandatory sequencing requirement, preventing parents from bypassing informal stages, is called for by 58%. Statutory home-school agreements are supported by 43%.

Victoria added: “The white paper creates an opportunity, but opportunity alone is not enough. Schools need clear, enforceable mechanisms that allow them to draw a line under complaints that have run their course, and to protect staff from conduct that would not be tolerated in any other professional context.”

Rise in AI-generated complaints

The School Leaders Survey data makes clear the adverse impact that the use of generative AI platforms such as ChatGPT is having on schools in practice.

• Nearly nine in ten (89%) of those who have experienced AI-generated complaints report increased length and complexity. 
• Over four in five (81%) report a more formal or legalistic tone requiring greater professional resource to address.
• Almost two thirds (63%) report that parents are less likely to want to engage in dialogue once AI has been used to draft their complaint. 
• A further 71% note that parents are including AI-generated legal references or precedents.

The training gap compounds the problem. More than half of respondents report that fewer than 10% of their staff have received role-appropriate training in the past 12 months on handling difficult conversations or complaints from parents.

As a result, 7% say complaints are unmanageable, 14% are within just a term of that point, and 24% expect to reach their limit within the academic year. 

While 47% currently consider volumes to be manageable, even they fear the trajectory ahead, with only 6% comfortably managing.

Esme Dickinson, HR Consultant at Browne Jacobson, said: “The fact that 23% of schools have lost staff due to parental complaints is not simply a recruitment and retention issue. It signals a need for schools and trusts to think practically about how they safeguard staff and build a culture where people feel protected, valued and supported when challenged. 

“What stands out is that this isn’t just happening to newer or more junior staff. With 40% being senior leaders and 43% teaching staff, it’s clear that the issue runs deep. Nobody in school, regardless of role or experience, is truly protected from this pressure.

“The decline in employee engagement, with 35% of staff now rating it negatively – up from 20% last year – is unlikely to be a coincidence. Schools should take a proactive approach to staff wellbeing, including meaningful investment in training and support.”