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Dealing with complaints: a summary for boards

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.

Updated
on 7 November 2024
•Ref: 42889
Contents
  1. Your school must have a complaints procedure
  2. The process for maintained schools
  3. Complaints against heads, chairs and governors 
  4. Anonymous complaints

Your school must have a complaints procedure

All maintained schools must have a complaints procedure and publish it on their website, so it's available to parents and the school community. This is set out in the Education Act 2022, section 29.

Your school's procedure must: 

  • Cover all complaints about your school, including:
    • Any against staff, the headteacher and governors
    • Serial complaints
    • Complaints about facilities or services the school provides
  • Allow anyone to make a complaint – you can't limit the policy to parents/carers of current pupils only
  • Be tailored to your school – your school can't adopt the policy of your local authority (LA) without amendments

Your policy document must clearly set out your complaints procedures – a general

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