You are here:

Managing complaints from parents and the public: academies

Ref: 30765
updated on 8 November 2017
School types: Academy · School phases: All
In-depth article
How should academies handle complaints? This article links to legislation which sets out the rules on academy complaint procedures and cites guidance on their contents from the Education Funding and Skills Agency (EFSA). Two of our experts relay good practice advice on specific situations.

Article tools

Want to read more?

To read this article in full, sign up for a free trial of The Key.

Membership starts from £1.10 per day and includes an unlimited number of logins for all of your governing body. If you join today, we'll also waive the £100 joining fee.

Membership gives school governors access to:

  • More than a thousand online articles, with information and resources to help governors get to grips with their role
  • Policy bank from schools and other organisations
  • Downloadable template forms and reports, and planners
  • Our unlimited 'Ask the expert' service
  • Pre-inspection resources, including questions that inspectors may ask
  • A weekly News Briefing


  1. 1 Complaints procedures
  2. 2 Time limit for investigating complaints
  3. 3 Who can make a complaint?
  4. 4 Involving parent governors in meetings with complainants
  5. 5 Delegating responsibility for processing complaints 
  6. 6 Revisiting closed complaints

Article features

  • 9 external links

The Key has taken great care in publishing this article. However, some of the article's content and information may come from or link to third party sources whose quality, relevance, accuracy, completeness, currency and reliability we do not guarantee. Accordingly, we will not be held liable for any use of or reliance placed on this article's content or the links or downloads it provides. This article may contain information sourced from public sector bodies and licensed under the Open Government Licence.