How to: run an effective complaints review panel

How to: run an effective complaints review panel

Module at a glance:
How to: run an effective complaints review panel

Completing this module will give you a clear picture of what an effective complaints panel looks like, including:

  • An awareness of the regulatory framework
  • The process and timelines for complaints panels
  • An understanding of what is expected of you and an awareness of what is expected of others
  • An appreciation of how to prepare for an effective panel
  • An understanding of the basis on which a decision should be made
  • A knowledge of the steps to be taken after the meeting
Study time: Approximately 45 mins

Resolving complaints brought by parents and others in a fair and transparent way is a key governance function. Sitting on or clerking a complaints review panel can be a daunting prospect given the range of complaints possible and the feelings and sensitivities involved. Being required to attend a panel can be equally daunting for the complainant, staff and pupils.

Using a step-by-step walk-through approach and a case study of a typical complaint arising out of the alleged bullying of a pupil, this module demonstrates comprehensively how panel members, panel chairs and clerks can fulfill their roles effectively at each stage. It also provides useful examples of questions to ask and templates to use.

It summarises the law, guidance and policies all will need to follow and explore how a three-step approach will give the panel the confidence to use the evidence to reach a sound decision.

Our subject matter expertise

The content of this module has been written by our in-house subject matter experts:

Erica Wilson – NGA consultant

A person wearing glassesDescription automatically generated with low confidenceErica is an NGA consultant and delivers NGA training and facilitates the Leading Governance development programme for clerks. Erica trained as a local authority clerk and has been an independent clerk since 2013, working for both maintained schools and academy trusts. She has extensive experience in clerking panels and disciplinary investigations and has worked with a number of local authorities and academy trusts, developing and delivering training to clerks to governing bodies and trust boards. Erica also has experience as a school governor; a role she undertook for six years prior to becoming a professional clerk to governing bodies and trust boards.


Paul Aber – Head of Training Development

Paul leads and manages NGA’s face to face training, e-learning and funded development programmes for schools and academies.  This includes working alongside NGA's Head of Consultancy recruiting, training and managing NGA’s team of consultants and trainers.

Prior to joining NGA, Paul was centre director at the University of Law in York where his role included strategic planning and quality assurance.

Paul has many years’ experience of governance including maintained schools and academy trusts.

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