Complaints procedure: model and examples

Last reviewed on 21 October 2022
Statutory/mandatory for: Maintained schools Academies Independent schools Pupil referral units Non-maintained special schools

Adapt our model complaints procedure to your school's context, and use our checklists to make sure you stay compliant.

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Contents

  1. Download our model procedure
  2. Use our checklist to write and review your own procedures
  3. Maintained school examples
  4. Academy examples

Download our model procedure

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.

Model policy complaints procedure 2022 schools DOC, 291.5 KB

Previous updates to the model document 

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

If you last reviewed your complaints procedure before 8 November 2021, you may need to make significant changes. Read this document for a quick way to see what changed.

Use our checklist to write and review your

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