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Policies & procedures

Complaints procedures

Use this guide to navigate each stage of the complaints process.

Guidance
12/08/2026

All schools/trusts must have a complaints procedure. The complaints process is a conflict resolution mechanism designed to hear the views of stakeholders and, where necessary, take the appropriate action to better serve the needs of pupils and the wider community.

Our guide to complaints procedures should be used alongside the procedure for your school/trust. It is intended to support staff, governors/trustees and governance professionals involved in the complaints process.

The guide is available for both maintained schools and academy trusts and covers:

  • informal complaints
  • investigating complaints
  • convening a complaints panel
  • procedure for the panel hearing
  • an example decision letter

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