How to manage complaints: checklist and guidance

Last reviewed on 23 June 2022
School types: All · School phases: All
Ref: 44833

Be clear how to investigate complaints about your school in a thorough and timely manner. Download our checklist to help you carry out a formal investigation, and know what to include in your complaints procedure and when to seek external support.

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Contents

  1. You must have a complaints procedure
  2. First, try to resolve concerns informally
  3. Carry out an investigation when you receive a formal complaint
  4. Download our checklist for investigating formal complaints
  5. Get external support, if appropriate
  6. When to use mediation as part of your procedure
  7. Your role in the panel (appeal) stage
  8. If still unsatisfied, the complainant can refer the issue to the DfE
  9. Keep records of complaints
  10. 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 section 29 of the Education Act 2002.

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. 

Download our model complaints procedure – there's also a checklist if you prefer to update or write your document. 

A concern - an expression of worry

Also in this topic: Resolving issues with parents
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