Effective Complaints Management including the management of unreasonable complainants

This workshop is designed to provide an overview of school/academy/MAT complaints policies/procedures. The session focusses on managing complex/challenging cases and provides advice and guidance on what to do when faced with an unreasonable and/or persistent complaint.


The workshop 

  • raises awareness of legislative requirements, the role of the DfE and ESFA in complaints 
  • provides an overview of the policies required to effectively manage unreasonable and persistent complaints
  • explores unreasonable complainant behaviours
  • explains how to manage challenging complaint cases
  • looks at strategies to manage unreasonable complainants
  • provides best practice pointers to inform procedures in local settings

This 3 hour session includes best practice pointers and a real-life case study to test skills and understanding. The associated handout booklet provides additional guidance and model documentation targetted at the management of unreasonable and persistent complaints. There is an opportunity at the end of the session to address any specific questions you may have (in the group or confidentially).

 Maximum number of delegates = 20.

Event Date Multiple Date Event
Individual Price 1 workshop session £85 per delegate
Handling Difficult Customers

This workshop is designed to help you to manage difficult customers in your school/academy or MAT.


The workshop 

  • provides an overview of the complaints policy/procedure
  • explores difficult customers and their behaviours
  • looks at strategies to manage difficult customers (over the telephone and in person) including best practice hints and tips
  • considers resilience and wellbeing
  • provides best practice pointers to informa procedures in individual settings

This 2 hour session includes practical advice, the policies you need and strategies you can use in order to manage difficult customers successfully in your own settings. The associated handout booklet provides additional guidance and model documentation for you to adopt and use. There is an opportunity at the end of the session to address any specific questions you may have (in the group or confidentially).

 Maximum number of delegates = 20.

Event Date Multiple Date Event
Individual Price 1 workshop session £75 per delegate
Complaint Review Committee/Panels

This workshop is designed to explain the complaint review committee panel process and how it fits within the complaints procedure for schools/academies and MATs.


The workshop 

  • provides an overview of the complaints policy and procedure
  • explains the review committee/panel process 
  • explains the remit of the committee/panel and the roles and responsibilities of key players within it
  • outlines the complaint review process (including managing the meeting, deliberations, from writing the report and the formal response to the complainant and beyond)
  • provides best practice pointers to inform procedures in individual settings

This 3 hour session includes best practice pointers and a real-life case study to test skills and understanding. The associated handout booklet provides additional guidance and model documentation for you to adopt and use in your individual settings. There is an opportunity at the end of the session to address any specific questions you may have (in the group or confidentially).

 Maximum number of delegates = 20.

Event Date Multiple Date Event
Individual Price 1 workshop session £85 per delegate
Complaint Investigations

This workshop is designed to explain the complaint investigation process and how it fits within the complaints procedure for schools/academies and MATs.


The workshop 

  • provides an overview of the complaints policy and procedure
  • gives an outline of the investigation process (including the investigator role) and how it fits in the complaints procedure
  • gives an overview of the investigation steps from receipt of complaint to the preparation and sending of the formal response and beyond
  • provides best practice pointers to inform procedures in individual settings

This 3 hour session includes best practice pointers and a real-life case study to test skills and understanding. The associated handout booklet provides additional guidance and model documentation for you to adopt and use in your individual settings. There is an opportunity at the end of the session to address any specific questions you may have (in the group or confidentially).

 Maximum number of delegates = 20.

Event Date Multiple Date Event
Individual Price 1 workshop session £85 per delegate
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In-Finity Literacy Ltd
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Burnham-on-Sea
TA8 1AL

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