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Policies & procedures

Managing complaints

Use this guide to support strategic oversight over the handling of school complaints.

Guidance
12/08/2026

Effective complaints management is an important part of maintaining positive relationships with parents and other stakeholders.

This guidance explains how governing boards fulfil their responsibility for overseeing complaints handling, including how boards and school/trust leaders can work together to develop a complaints procedure and culture that is effective, supports positive engagement and identifies opportunities for improvement.

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

  • requirements for complaints procedures
  • reviewing complaints procedures
  • AI and complaints
  • creating a positive complaints culture
  • monitoring trust complaints

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