How to review your complaints procedures: checklist, model and examples

Key statutes, guidance and documents

• Maintained schools:
• Your procedures must be in accordance with the Education Act 2002 (section 29)
• Consider using non-statutory best practice guidance from the DfE for maintained schools
• All schools with Early Years Foundation Stage (EYFS) provision:
• Your procedures must address additional duties under the statutory framework for the early years foundation stage (sections 3.75 to 3.76)

What this procedure needs to do 

Your school's complaints procedure must allow for complaints from: 

• Parents and carers of current pupils
• Parents and carers of former pupils
• Members of the public

In addition, your procedure must set out the steps to follow if the subject of the complaint is:

• The headteacher
• A member of the governing board
• The entire governing board

Is simple to understand and use Is impartial Is non-adversarial Enables a full and fair investigation Respects confidentiality as needed Provides a full and effective response to complaints and appropriate remedies if the complaints are valid Provides information to the school’s senior management team so services can be