Managing complaints

Handling complaints can be made significantly easier if the school has a well-written complaints procedure in place. We can help you create a complaints policy with written procedures and, if you are facing a complaint, help you to deal with it.

Polly Kerr, Cambridge

Polly Kerr, family and school specialist in Royston

Our services

We can help you to prepare for complaints and handle complaints when the arise. We help by:

drafting a robust school complaints policy and procedure
training staff to conduct investigations that must be fair, transparent and consistent
ensuring the school follows best practice guidance and adheres to all legal requirements
advising as to who needs to be notified of the complaint
advising the school leaders and governors as to the best course of action
devising the school statements
documenting and presenting evidence
liaising with the investigator, as appointed according to the complaints procedure and with the local authority and Ofsted
updating to all interested parties.

Tips for handling school complaints

start the investigation quickly – don’t delay
foster an atmosphere of calm
recognise the legal imperative to protect whistle-blowers
recognise when you would benefit from legal advice
involve relevant parties such as HR or the local authority designated officer (LADO)
encourage people to share relevant information
follow up all information from all the parties and document the evidence carefully
stick to the facts
find an independent person to manage the investigation.