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Complaints

NGA's position statement on complaints

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Those governing play a crucial role in the parental complaints process. Our research has identified a significant rise in the volume of complaints, and therefore an increased burden on those governing in handling and hearing these complaints. Governing boards can approach this issue from a unique perspective, combining the benefits of both employee and parental perspectives to avoid an “us versus them” approach. We believe a focus on collaboration between schools and parents is key, working together to resolve a conflict and best address children’s needs. 

Drawing on the perspectives of those governing and our own research, NGA have made five recommendations to policymakers: 

  1. Substantive training on working with parents should be a core component of the routine professional development undertaken by school and trust employees; 
  2. The DfE should collate national data on complaint volumes and topics; 
  3. Duplication should be reduced by creating a centralised system for formal complaints to be raised within, and clarifying the remits of external agencies; 
  4. The DfE should implement procedural changes to reduce workload, tackle vexatious complaints and ultimately achieve quicker resolutions. This includes alterations to the rules around complaint forms; evidence; appeals and excessive complainants; 
  5. The role of those governing in handling complaint appeals should be maintained. 
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