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Managing complaints about schools

There’s now greater opportunity than ever for parents, carers and guardians to voice any concerns they have relating to their child’s education and for their concerns to be heard and to be taken seriously.

While most staff are aware of their legal duties relating to academy and school complaints procedures, many are reporting a significant increase in the workload generated by the volume and complexity of parental complaints they receive.

Handling complaints about schools with the appropriate due diligence can generate a substantial overhead. This is all too often exacerbated when Ofsted or a local authority are involved, or on escalation to the Department for Education and the Education and Skills Funding Agency (ESFA).

We recognise the challenges complaints about schools and trusts poses and we’re frequently asked to advise and help to successfully resolve complex school complaints. We want to do more to reduce the number of complaints about schools that reach that stage and to help reduce the impact this can have on school capacity.

Featured experience

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. The parent’s manner towards staff was often rude and abrupt. We advised on whether the school could refuse any further complaints from this parent under the terms of their vexatious complaints policy.

Full case study

Key resources