Managing complaints effectively: the governance role

Thursday 10 June 2021

18:00 - 20:00

Virtual Zoom Session

Holding to account

Complaints can, particularly if poorly handled, have extremely negative consequences for the board and the school or trust. Sitting on a formal panel is a daunting prospect for governors, trustees, and academy committee members; being required to attend a panel can be equally daunting for senior executive leaders, other staff, and parents. This session includes a walkthrough of a panel reviewing on appeal of an initial complaint decision. It also includes consideration of why complaints are managed badly and what actions can be taken by the board to improve the management of complaints. At the end of this session participants should have a clear picture of the guidance and policies they will need to be aware of and be confident that they will be able to navigate the process and make sound decisions.

Facilitator: Richard Tyndall

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