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. It also explores how complaint handling can serve as a powerful tool for strengthening stakeholder engagement and driving school improvement.
Participants will gain valuable guidance on how to meet 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 growth, reflection, and better communication with parents and other stakeholders.
The session includes practical tips and examples of good practice, alongside common pitfalls to avoid when handling complaints. Attendees will leave better equipped to manage formal complaints effectively, professionally, and with confidence.
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
Confidently develop and implement a complaints policy that reflects your school’s ethos and complies with current legislation
Navigate the formal complaints process effectively, including managing each stage of escalation appropriately and within required timeframes
Respond to parental and stakeholder complaints in a calm, fair, and constructive manner that supports positive relationships
Recognise how complaints can highlight areas for improvement
Use root-cause analysis to identify patterns and systemic issues arising from complaints and take informed action
Strengthen stakeholder engagement by handling concerns transparently and respectfully, contributing to a more inclusive school culture
Avoid common pitfalls in complaint handling, such as procedural errors or poor communication, and apply best practice approaches in real-life school 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.
