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Getting complaints management and investigation right to avoid escalation and serial complaints

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Training & development
17/04/2026

At a glance

This practical insight-driven course equips trustees, governors and school leaders with the confidence and clarity to handle complaints effectively, fairly, and in line with best practice. Learn how to prevent escalation, manage difficult situations including damaging social-media driven spirals, and break the cycle of serial complaints before they can consume valuable time and resources.

Fully bespoke

This session can be tailored to the circumstances of your school or trust.

This course lasts between 1.5 and 3 hours depending on the areas covered

about this course

What the Session Will Cover

By the end of the session, participants will be able to:

  • Understand the key principles of effective complaints handling in schools
  • Distinguish between concerns, complaints, and vexatious or serial complaints
  • Apply a clear, compliant complaints procedure with confidence
  • Conduct or commission fair, proportionate and defensible investigations
  • Communicate decisions effectively to reduce dissatisfaction and escalation
  • Recognise early warning signs of escalating or repeat complaints
  • Implement strategies to manage and respond to persistent, serial and vexatious complainants
  • Deal effectively and lawfully with unreasonable complainants using a range of good practice options
Decorative

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Who is this suitable for?

The course is suitable for the following:

  • Governors
  • Trustees
  • MAT local governors
  • Senior leaders
  • Governance professionals

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What are the benefits?

Participants will leave with practical tools and strategies to handle complaints consistently, lawfully and confidently, reducing stress and risk and unnecessary escalation. The course will help ensure your organisation responds professionally and proportionately to complaints and unreasonable behaviour, saving time while strengthening governance and improving stakeholder relationships.

about this course

How will you learn?

  • This session can be delivered via face-to-face or online
  • It will be facilitated by a quality-assured NGA consultant with relevant governance and training expertise
  • The session will be interactive with a mixture of participant activities and facilitator-led explanation and discussion
  • It will be supported with session materials including a resource toolkit to help with next steps

Enquire now to book this for your board(s)

Book your training

If you would like to book the session or find out more then make an enquiry.

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This training is designed for a group of participants at a school, trust or other organisation.

It is also suitable for a group of schools to share.

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