Managing Formal Complaints in Schools & Colleges

Course introduction

This masterclass provides the necessary guidance, information and procedures to effectively manage formal complaints.

Rushing to ‘close complaints down’, hiding behind a complaints procedure’ and seeing complaints as an ‘inconvenience’ are guaranteed ways to infuriate parents, staff, external agencies etc. During this training 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.

There will also be opportunities to discuss specific challenges with the trainer and network with others.

What we will cover throughout the day

• Ensure your school/academy/college is meeting their statutory obligations;

• Clarify that your school/academy/college has a statutory complaints policy and procedure;

• Avoid common mistakes made when handling formal complaints;

• Use formal complaint data to improve school ethos culture, support stakeholder engagement and drive school improvement;

• Manage complaints more effectively;

• Understand the role of an Independent Investigator;

• Learn how to respond appropriately to a range of situations;

• Understand our statutory responsibilities in relation to complaints;

• Integrate feedback and improvement into school/college processes;

• Gain confidence in managing complaints.

Target audience

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

Trainers for this course

Andrew Blench

Andrew is an independent school business leader and coach, with over 30 years’ experience of operational management gained in the civil service, financial services, NHS and education. F...ormerly SBM of Dinnington High School, Rotherham. He now supports different schools across Yorkshire and the East Midlands on an interim, project or consultancy basis. Read more

See what others have to say about us

I found that this course gave me a lot of relevant advice about how it improve attendance and promote good relationships between the school and parents.

@nsmtc thank you so much for today's informative course. Feeling ready to get back into school tomorrow and get my attendance high priority and for everyone to understand attendance is everyone's business.

Really good mix of new ideas and making me feel better about what I am already doing. I've been an AO for about four years and this is my first training so thank you, really enjoying it.

About the venue

Stay at home, get comfortable and enjoy our live interactive course via Zoom! You’ll receive the link a few days before the course date so you can get prepared (and excited) ahead of time.

Handy course logistics

• The course will run via Zoom from 9:30 am – 1:00 pm, however, the trainer will be available 15 minutes before and after the course times to answer any questions.
• This course is designed to be interactive and inclusive. We welcome questions and discussions throughout and we want you to be comfortable and stress-free no matter where you join us from!
• Additional links and information will be emailed to you before and during the course.
• This course is also available as an in-house / INSET training session at your school. Contact us for details.