Effective complaints management for schools
Best practice guidance, support and resources you need to handle parental complaints effectively and efficiently.
Our award-winning legal experts have designed training and a toolkit of resources so you can have total confidence in the way you manage complaints, ensuring that:
- your team are informed, equipped and confident
- your policy and processes are legally compliant
- you're always being consistent in your approach
- complaints are given the appropriate time and attention
- you save time and energy, getting it right first time, every time.
Get it right first time, every time
Save time with the support pack
Streamline your complaints handling process, with access to a comprehensive toolkit of best practice resources, designed by our team of experts.
Support pack - what's included?
- 2x model policies (SAT & MAT)
- 5x checklists and FAQs
- 13x template letters
- 5x template documents
£750+VAT
Book now
“The pack provides excellent guidance. This is great reference material to refresh minds on procedures. It also ensures consistent responses across the Trust.”
Build expertise with professional development
Our parental complaints management training provides school and trust leaders with the skills, knowledge and confidence needed to effectively manage parental complaints.
This interactive course is led by our expert education lawyers who advise schools and trusts on parental complaints every day. Delegates will gain a clear understanding of the legal framework governing complaints, take away best practice advice and top tips while making valuable new connections along the way.
- Gain practical skills: from de-escalation techniques to effective communication methods
- Stay compliant: navigate the regulatory landscape confidently
- Enhance stakeholder relations: through better communication and conflict resolution
- Personalised learning: benefit from interactive sessions, shared experiences and Q&A opportunities
CPD programme - what's included?
- 5 months CPD delivered online
- 9x 2-hour learning sessions
- 3x 1-hour Q&A sessions
- 30 delegates (maximum)
£825+VAT
Book now
Save time with the support pack
Streamline your complaints handling process, with access to a comprehensive toolkit of best practice resources, designed by our team of experts.
Support pack - what's included?
- 2x model policies (SAT & MAT)
- 5x checklists and FAQs
- 13x template letters
- 5x template documents
£750+VAT
Book now
“The pack provides excellent guidance. This is great reference material to refresh minds on procedures. It also ensures consistent responses across the Trust.”
Build expertise with professional development
Our parental complaints management training provides school and trust leaders with the skills, knowledge and confidence needed to effectively manage parental complaints.
This interactive course is led by our expert education lawyers who advise schools and trusts on parental complaints every day. Delegates will gain a clear understanding of the legal framework governing complaints, take away best practice advice and top tips while making valuable new connections along the way.
- Gain practical skills: from de-escalation techniques to effective communication methods
- Stay compliant: navigate the regulatory landscape confidently
- Enhance stakeholder relations: through better communication and conflict resolution
- Personalised learning: benefit from interactive sessions, shared experiences and Q&A opportunities
CPD programme - what's included?
- 5 months CPD delivered online
- 9x 2-hour learning sessions
- 3x 1-hour Q&A sessions
- 30 delegates (maximum)
£825+VAT
Book now
CPD for school leaders
In this short video, Victoria Hatton shares what you can expect to learn in our interactive Complaints Management CPD programme and how the programme is structured to fit around your busy schedule.
Key statistics
Testimonials
“The complaints management course has been incredibly helpful so far. It has given me practical tips and strategies which I have been able to share with our Headteachers to enable them to have increased confidence in managing concerns and complaints. The sessions on de-escalation and managing relationships with parents - which included opportunities to work through case studies - have been particularly useful.”
“We have been so impressed by the service of Browne Jacobson, on the two occasions we have really needed support, as well as the Quickcall 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."
Our expertise
A vexatious complaint
The CEO of a multi academy trust asked for advice regarding a parent raising multiple complaints, insisting each be investigated and responded to separately. We advised on whether the school could refuse any further complaints from this parent under the terms of their vexatious complaints policy.
A problem parent
A school shared concerns regarding a complaining parent, whose manner towards staff was rude and abrupt. The parent’s conduct was not acceptable so we advised on how they should inform the parent, record evidence and set out the steps that could be taken if the behaviour continued.
Booking form
Contacts
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Victoria Hatton
Senior Associate
Tamara Dasht
Associate
Dai Durbridge
Partner
