Managing Complaints with Confidence

The aim of this programme is enable leadership teams, governors and staff to manage their parental complaints confidently and be reassured that they are 'doing the right thing'.

Session 1 - gives an overview of the complaints policy, an outline of legal requirements and explains the procedure and the various roles within it so that you can achieve a positive feedback culture in your school/academy/MAT.

Session 2 – builds on the learning from the first and gives an outline of the framework for managing complaints looking at associated policies, providing case guidance, exploring unreasonable complainant behaviours and strategies for managing all complainants effectively and in accordance with DfE and ESFA expectations.  

At the end of the programme, leadership teams and governors have an increased knowledge of complaints (and related) policies and procedures, are confident in managing cases (and unreasonable complainant behaviour) and can reflect on best practice.