LeadersSafeguardingCPDGovernorHubKeyGPT
Training Hub

Handling persistent, vexatious or aggressive complaints

Read about best practice for dealing with persistent or aggressive complaints. Find out how to use your complaints procedure to close a complaint and stop responding.

Updated
on 30 June 2026See updates
School types: All•School phases: All•Ref: 10176
Contents
  1. When is a complaint considered serial or persistent?
  2. When is a complaint considered unreasonable or vexatious?
  3. Manage aggressive or unreasonable behaviour separately
  4. Support pupils who may be affected by persistent complaints
  5. Don't allow group complaints

When is a complaint considered serial or persistent?

Once your school has followed all the stages of its complaints procedure and a complainant is still dissatisfied and tries to reopen the same issue, your school can tell the complainant that the procedure has been completed and the matter is closed.

If the complainant tries to reopen the same issue, this can be classed as a persistent or ‘serial’ complaint. Your school may choose not to respond.

See more advice on this later in the article and in the DfE's guidance for maintained schools and academies. 

Close serial or persistent complaints, and stop responding

You should only take this decision when:

You shouldn't stop responding just because a complaint is