This practical training session provides a clear and comprehensive overview of the statutory responsibilities that schools and academies hold in relation to managing formal complaints, updated to reflect the latest guidance published by the Department for Education and Parentkind.
The session explores how effective complaint handling goes beyond process and compliance, and how it can be used as a powerful tool for building trust, strengthening relationships with parents, and driving school improvement. Participants will consider both the procedural and relational aspects of complaints handling, in line with the new emphasis on respectful communication, early resolution and accessibility.
Attendees will gain practical guidance on meeting legal obligations while using complaints constructively to foster a positive, inclusive school culture and ethos. The course highlights how well-managed complaints can become opportunities for reflection, learning and improved communication with parents and other stakeholders.
The session includes practical tips, real-world examples of good practice and common pitfalls to avoid. Participants will leave better equipped to manage formal complaints confidently, professionally and in line with current national guidance.
WHO SHOULD ATTEND
School Business Professionals, Governors/Trustees, Governance Professionals, Headteachers, Headteachers PA
KEY LEARNING OBJECTIVES
This session will enable you to:
Understand and apply statutory requirements for managing complaints, in line with current legislation and the latest DfE and Parentkind guidance
Confidently develop and implement a complaints policy that is accessible, proportionate, reflects your school’s ethos and complies with statutory expectations
Navigate the formal complaints process effectively, including managing each stage of escalation appropriately, fairly and within required timeframes
Respond to parental and stakeholder complaints in a calm, fair and constructive manner, using effective communication to support positive and respectful relationships
Recognise how complaints can highlight areas for improvement in practice, communication and systems
Use root-cause analysis to identify patterns and underlying issues arising from complaints, and take informed, proportionate action
Strengthen stakeholder engagement by handling concerns transparently and respectfully, contributing to a positive and inclusive school culture
Avoid common pitfalls in complaint handling — including procedural errors, poor communication or unnecessary escalation — and apply best-practice approaches in realistic school-based scenarios
FACILITATOR
Steve Burnage FCCT FRSA M.Ed is an experienced international consultant and trainer who has worked extensively with schools in India and worldwide. Having served over 25 years as a teacher and school leader in the UK, Steve is now in demand as a consultant, trainer, inspector, and author, specialising in the areas of leadership development, effective classroom pedagogy and practice; and school inspection, improvement, and development.
Steve is lead inspector and academic consultant for The British Council and a lead trainer and principal examiner in Educational Leadership for Cambridge International Examinations and The International Baccalaureate.
