Take informal steps first
Try to resolve complaints informally and promptly in the first instance.
You'll want to:
- Prioritise careful communication with parents to make sure complaints don't develop further
- Enter all conversations with an open mind and a positive, friendly attitude to prevent aggressive behaviour
Start with a face-to-face meeting (where possible) with the complainant, the subject of the complaint, and appropriate senior leaders. To help resolve the issue, and depending on how severe the complaint is, you could ask the following people to also be present:
- The headteacher or chair of governors, to demonstrate you're taking the issue seriously
- A member of staff familiar to the parent or child, such as a form teacher, to help create a relaxed and sympathetic environment
- Someone external, such as a staff member or governor from a nearby school, to act as an unbiased mediator
Hold the meeting in an informal environment like a
