Complaints procedure for schools support pack
The Browne Jacobson complaints procedure for schools support pack has been designed for senior leaders, clerks and governing boards. This comprehensive pack including a template complaints procedure and policy, with a range of editable letters and resources for academies and trusts to manage their complaints process.
Many schools are reporting a significant increase in the workload generated by the volume and complexity of complaints about schools they receive, particularly from parents. This is coupled with increasingly tight budgets and increasing demands on school staff, leaving them with little time to deal with school complaints efficiently and effectively.
Contact us
For further information download our Complaints Management support brochure.
“The pack provides excellent guidance. This is great reference material to refresh minds on procedures. It also ensures consistent responses across the Trust.”
We’ve put together this best practice guidance for school complaints procedures pack to enable schools and trusts to handle complaints as efficiently as possible, whilst ensuring that meritorious complaints are given the appropriate time and attention.
Our model complaints procedure meets the legal requirements for school complaints procedures and the template letters will help ensure you are adhering to the complaints procedure to help avoid challenge down the line.
The pack’s supporting materials have been drafted by our award-winning legal experts to:
- help ensure consistency in your approach to complaints, with all leaders/governors working from the same school complaints policy and templates
- give you confidence that the policy and letters you use are comprehensive, up to date, legally compliant and reflect best practice for school complaints procedures
- save you time and resource by helping you to ‘get this right’ from the outset
The complaints procedure for schools support pack includes:
- template school complaints policy (SAT and MAT)
- template letters to use at all stages of the school complaints procedure
- template letters to manage vexatious complaints
- checklists for stages 2 and 3
- template school complaint witness statement for information gathering
- index for school complaints committee hearing documents
- script for chair of school complaints committee
- template minutes for school complaints committee hearing
- Training, clerking and representation information
- FAQs.
Cost
The comprehensive pack of checklists and templates to guide you through the complaints procedure for schools is £750 plus VAT.
Contact us
"We found that the scripted draft templates for the agenda and minutes of meetings were particularly beneficial for the chairs and the clerk of meetings and that this will add to the consistency of approach"
Order form
Testimonials
"In a year when complaints have put the Academy under such pressure, the complaints pack provided good support."
"I believe that the complaints pack will be a 'go-to' first stop resource as a reference for future complaints to add to confidence making first steps."
Key contacts
.jpg)
Victoria Hatton
Senior Associate
Tamara Dasht
Associate
Vicky Wilson
Senior Associate
Related articles
Press Release
An interview with HSBC’s ex-commercial manager
On-Demand
School complaints: handling problem parent behaviour
Training
Managing complaints in schools CPD: February 2025 cohort
Press Release
Browne Jacobson’s school leaders survey illustrates rising volume of parental complaints and impact on teachers
Legal Update
OFS Consultation on freedom of speech guidance
Legal Update
New case on the reasonable adjustment duty for pupils in schools
Published Article
Proactive handling of vexatious complaints and abuse of staff in schools
Published Article
Navigating parental complaints in turbulent times
Published Article
Parental complaints surge: how can schools stay afloat?
Legal Update
Are parental complaints to schools undermining staff retention?
Legal Update
Lessons learnt: Handling a vexatious complaint - case study
Legal Update
The role of Ofsted in school complaints
Legal Update
Back to school – prepare to make light work of managing complaints
On-Demand
Best practice complaints management for schools and academy trusts
Legal Update
The Academies regulatory review and school complaints
Legal Update
New support launched to manage school complaints
Legal Update
Complaints management in schools - exploring a new way forward
Opinion
School complaints culture and staff support
In this article we set out some of the support that's available to schools in a bid to reduce the overhead that complaints management generates.
Legal Update
Parental complaints that involve mental health issues
Given the symptoms of mental health problems it is not surprising that they can sometimes seem to evidence themselves in the complaints process. Does this change your approach and how do you deal with parents who appear to exhibit signs of poor Mental Health?
Legal Update
Is your school complaints process fit for purpose?
As part of the advisory service we offer schools, recent enquiries have arisen from academies being contacted by the Department for Education (DfE) about their complaints policies.