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Effective Management of Formal Complaints

Wed, 19 Jun 2024

Virtual, Online

An overview of schools and academies statutory responsibilities in relation to formal complaints handling. Also looking at how formal complaints can be used as a key tool in stakeholder engagement and school improvement.

This practical training event aims to provide guidance and valuable information to support the effective management of formal complaints.

It will give guidance around how schools and academies can meet their statutory obligations in relation to formal complaints. How complaints can be used to support school improvement, drive stakeholder engagement and create positive and inclusive school culture/ethos.

The course will include hints and tips on good practice and also highlight the common mistakes schools and academies can make when handling complaints.

School Business Professionals, Governors/Trustees, Governance Professionals, Head teachers, Head teachers PA

This session will enable you to:

  • Ensure compliance with statutory requirements in relation to formal complaints

  • Avoid common mistakes when handling complaints

  • Use complaints data and feedback to drive school improvement and stakeholder engagement

  • Use complaint handling to create a positive school culture and ethos

  • Manage complaints more effectively

  • Understand when an independent external investigator needs to be appointed

  • Approach internal investigations with confidence

Andrew set up School Business Partner in 2016 after having worked in the world of education since 2003 as a School Business Professional. School Business Partner specialises in three areas:

  • Effective resource management – helping schools get the best outcomes for young people through the maximising of resources

  • Governance support – training, facilitation and clerking services for school governing bodies

  • Coaching, facilitation, training – for senior leaders in education.

For over 30 years Andrew has held roles at a middle and senior level in operational management of large and or complex organisations including the civil service, NHS, financial services, and latterly education.

He now coaches mainly, but not exclusively, senior leaders in education with a focus on leadership approach and impact, career management and personal effectiveness.

Facilitated by:

Mr Andrew Blench

School Business Management Consultant and Coach
School Business Partner

In-house Training

This course can be held at your organisation for up 25 delegates, we can tailor the content to suit your organisation and CPD needs of your staff. Led by experienced and highly rated trainers, in-house training works out cost-effective for groups and saves travel time.

Contact katym@hc-uk.org.uk with your requirements for further information and a quote.

In-house Training

Fee Options

Virtual NHS, Schools, Care and Public Sector



(Prices in brackets include VAT)


Additional delegate discount:

A discount of 15% will be applied to fees for any extra delegates.

Online discount:

A discount of 10% will be applied if you pay using the website.

Also of Interest

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