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 feel the training today has left me fully prepared to launch the Scheme to impact positively on the school community as a whole – an excellent day and very worthwhile. I would fully recommend.”

“Partnership working is an outstanding feature of the school. There are well established, excellent partnerships with parents and carers. The ‘learn with me’ days are very effective and parents are very positive about their worth. The ‘Family Values’ scheme is highly successful and encourages parents to undertake worthwhile activities with their children at home.”

“Excellent course – incredibly well delivered and really interesting and thought provoking. Looks to be a really good scheme and loads of help, ideas and activities to launch the scheme within the school. Will enhance the work I do as a parent support advisor. I know some of my families will love to do this.”

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 – 13:00, however, the trainer will be available 15 minutes before and after the course times to answer any questions.
• You’ll receive mid-morning, lunch and afternoon breaks to re-energise.
• 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!
• Your course pack includes handouts, an M&S voucher for food, a snack, a pen and a notepad – we’ll send this to you before the day. Please note this is only for UK-based participants, international attendees will receive the pack via email.
• 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.
• Please note – the cost is per person
• Please note – the early bird rate of £185+ VAT ends 28 days prior to the course date, after this the standard rate of £215+VAT will be charged.