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How to manage complaints: checklist and guidance

Complaints can be a big worry for all involved. Be clear on how to investigate complaints about your school and download our checklist to help you carry out a formal investigation.

Last reviewed on 16 July 2024
•Ref: 44833
Contents
  1. You must have a complaints procedure
  2. First, try to resolve concerns informally
  3. Formal complaints should have 2 stages
  4. Carry out an investigation
  5. Get external support, if appropriate
  6. Consider using mediation
  7. Your role in the panel (appeal) stage
  8. The complaint can be referred to the DfE
  9. You should keep records of complaints
  10. Understand how to respond to persistent, unreasonable, and group complaints 

You must have a complaints procedure

All maintained schools must have a complaints procedure and publish it on their website. This is set out in the Education Act 2022, section 29.

Your procedure must: 

  • Cover all complaints about your school, including any facilities or services you provide (though you'll cover some types of complaints in separate statutory procedures – read more about this below)
  • Allow anyone to make a complaint – you can't limit the policy to parents/carers of current pupils only
  • Be tailored to your school – you can't adopt the policy of your local authority (LA) without amendments

Your policy document must clearly set out your procedures – a general guidance document on how to make a complaint isn't enough. 

A concern: an expression of worry or doubt over an issue considered to be important A complaint: an expression or statement of dissatisfaction about actions taken or