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Complaints procedure: model and examples
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.
Contents
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:
- Best practice guidance for maintained schools, last updated on 15 January 2021
- Best practice guidance for academies, last updated on 12 March 2021
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
More from The Key
Bitesize training with a big impact
Our on-demand training has your whole board covered and lets them learn at a time and pace that suits them.
Help your new governors hit the ground running with our expertly-designed induction training, and our role-specific courses support your link governors develop key skills and confidence in their role.
New eLearning: DSL refresher training
Your DSL’s training should be refreshed at least once every 2 years.
Designed in collaboration with safeguarding experts, our 2.5 hour online refresher training course reminds DSLs how to put their knowledge into practice, with in-depth, real-world scenarios.
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