All schools face complaints at some stage and they are required by law to have a procedure for dealing with them. The procedure needs to provide parents with some assurance that their concerns will be listened to and addressed. Governing boards have a role in ensuring complaints are dealt with in a fair and proportionate manner by adopting an effective complaints procedure that adheres to good practice.

Responding to the lack of guidance available, the NGA has produced a practical guide for handling complaints, listing the essential steps to take when a complaint is recieved.

To accompany our guidance, we have also created a model procedure which can be adapted to use at your school.

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