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How to: run an effective complaints review panel


At a glance

As a governance expert, this module equips you to handle diverse complaints with a fair and transparent approach, ensuring confident compliance.

You will cover:

module emphasizes resolving complaints transparently as a key governance function
addresses the diverse and daunting aspects of participating in a complaints review panel
offers a step-by-step approach with a bullying case study and practical examples
covers legal aspects, policies, and a three-step approach for confident decision-making
Study time

45 minutes

Certificate upon completion

Module description

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.

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Preview slides

    • “Well constructed and easy to follow.”

      User review

    • “Useful information, which was well presented. Useful resources to download."

      User review

    • "There was clear guidance for different types of school - academies and maintained."

      User review

      Who developed this module?

      Paul Aber
      Paul Aber

      Head of Training Development

      Paul leads and manages NGA’s face-to-face training, e-learning and development programmes. This includes recruiting, training and managing NGA’s team of consultants and trainers. Paul has many years’ experience of governance, including in maintained schools and academy trusts.

      Michael Barton
      Michael Barton

      Trust Governance Specialist and South West Regional Officer

      Michael specialises in trust governance, co-ordinating NGA's work with multi-academy trusts and producing tailored resources. He also leads NGA's work in the West Midlands, working closely with the region's trusts and local authorities.

      Claire Mitchell

      NGA Consultant

      Claire is an NGA consultant, delivers sessions for NGA Training, and facilitates on the NGA Leading Governance development programmes for chairs and clerks. Claire is passionate about supporting trustees and governors in their volunteer roles, and has a wealth of experience working in academy and maintained school settings. Claire has over a decade of experience within education and skills and has held a number of senior leadership roles within education, including managing ESFA funded learning provision in excess of £10 million for 150+ education and skills providers. Claire also has experience as a designated safeguarding lead.

      Erica Wilson

      NGA Consultant

      Erica is an NGA consultant, delivering training and facilitating the Leading Governance development programme for clerks. Erica trained as a local authority clerk and has been an independent clerk since 2013 and has worked with local authorities and academy trusts, developing and delivering training to clerks. She has extensive experience of clerking panels, disciplinary investigations and has served as a school governor herself.

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