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Last reviewed on 8 November 2021
Ref: 41689
Statutory/mandatory for: Maintained schools Academies Independent schools Pupil referral units Non-maintained special schools

Make sure your complaints procedure reflects the latest guidance published by the DfE. If your policy is based on our previous model document, use our summary of what’s changed and why to help you decide what changes you need to make. If you have your own, use our checklist to make sure it covers everything it needs to.

Model procedure from The Key 

Download and adapt our model procedure to suit your school's needs. It'll save you time and help you stay compliant. It takes account of relevant requirements and good practice, and is approved by Forbes Solicitors

All maintained schools are legally required to publicise their complaints procedures. While this isn't required for academies, it is recommended.

KeyDoc - model complaints procedure

Updates to the model document 

We updated our model procedure on 8 November 2021 to reflect the following nonstatutory guidance from the DfE:

Read this document for a quick way to see what changed.

KeyDoc: changes to model complaints procedures

If your current procedure is different from ours, or you're writing your own, download our checklist to help you

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