Early Bird Discount!

Complaints – Problem or Opportunity?

£155.00 + VAT

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When a school or college receives a formal complaint from a parent or external party we often let out a sigh as we believe that this will be time consuming and won’t be a pleasant experience. During this course we will explore how complaints can be handled well and can be used as an opportunity to improve, build strong external relationships and create a positive school/college culture.


Course Objectives

• Understand why parents or external parties complain;
• Recognise the primary reasons for complaints and use them to improve your school/college;
• Understand our statutory responsibilities in relation to complaints;
• Review our school/college processes around complaint handling;
• Develop strategies to reduce the number of formal complaints;
•. Know how to respond to complaints over the phone, via email or letter, through social media, or from a review;
• Know what to say and not what to say;
• Learn how to respond appropriately to a range of situations;
• Investigate complaints in a timely and successful manner;
• Become skilled in implementing and reviewing a complaint handling process;
• Integrate feedback and improvement into school/college processes;
• Learn how to build positive relationships and develop school/college culture.


Target Audience

School/College Business Professionals, Senior Leaders, Headteachers, Deputy Headteachers, Headteacher’s PA, Chairs of Governance, HR, Clerks and Governance Professionals.



Andrew Blench


Further information

Times: 9:30am – 3:00pm live online training via Zoom
Trainer will be in the room at 9:15am and until 3:30pm to answer any questions or for further information etc.
Breaks for mid morning and afternoon including an hour for lunch will also be given.
Questions and discussions are welcome throughout the training. We want to make this your day.


Your Pack

Information and links will be emailed to you prior and during the course.
Your pack including handouts, a M&S gift voucher for food, snack pen and notepad will be posted to you prior to the course.
We will ensure that the training day is made comfortable and stress free for you to enjoy wherever you are.
This course is also available as in-house / INSET training at your school. Contact us for details.

Additional information

Date and Location

22nd November 2022, 7th March 2023