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Academy Complaints Management

Continuous Professional Development (CPD) programme

Our Academy Complaints Management CPD programme provides academy and trust leaders, governance professionals, trustees and governors, with the skills, knowledge and confidence needed to effectively manage complaints from parents and others.

Delegates will gain a clear understanding of the legal framework governing complaints, take away best practice advice and top tips and make valuable new connections along the way.

Course structure

The core of this interactive and engaging course will run for five months and is delivered in eight two-hour learning sessions and three one-hour Q&A sessions. 

This structure allows delegates to have their questions answered and issues discussed, providing a personalised learning experience.

Part 1 

  • Introduction to complaints management 
  • Designing an effective complaints strategy  
  • Freeform Q&A session

Part 2

  • Avoiding complaints and de-escalation 
  • Managing vexatious complaints and unreasonable complainant behaviour
  • Freeform Q&A session

Part 3

  • Getting complaints investigation right
  • Preparing for a complaints panel
  • Conducting an effective complaints panel
  • Freeform Q&A session

Part 4 

  • Responding to external scrutiny
  • Reputation management
  • Reflection and course close


Spaces are limited to approximately 30 delegates per cohort. The course costs £825 plus VAT per delegate. Discounts are available for three or more registrations from the same academy trust.

Places on the next cohort are available to book now, the programme will run from October 2023 to February 2024. Please submit your details to register your place.

Register your interest