Complaints

Your school leaders can decide to ban parents/carers or visitors who behave aggressively or abusively on the school site. Find out how the process works and the role of the governing board in reviewing bans.

If you’ve had to stop a complaints investigation due to aggressive behaviour from parents/carers, you still need to carry out the process set out in your policy. Find out how to proceed fairly and safely for all involved.

Save time with our template letter to let complainants know the outcome of a complaints panel.

Find guidance on the procedure for convening a complaints panel, procedures for a hearing and the role of the governance professional and complaints panel chair. Also get some suggestions for questions to ask during the panel hearing.

Get a summary of the rules on handling complaints – including against the headteacher, governors, trustees and chair – and see a quick overview of how the process usually goes.

Serial and/or unreasonable complaints can be time-consuming and stressful for headteachers and governors. Learn how to manage them effectively, and where to get help with particularly tricky situations.

You should never be expected to tolerate abusive or threatening behaviour from parents or carers. Find out when you can stop a meeting or interaction that has become unsafe, what your legal standing is, and how to end the meeting professionally.

You may be called on to manage a complaint if it's about your headteacher or CEO. Be clear on how to investigate, and download our checklist to help you carry out a formal investigation.

6 common mistakes that governors make when dealing with complaints – and how to avoid them.