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Policies & procedures

Handling complaints in schools and trusts

E-learning

06/06/2024

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At a glance

You will cover:

components of a robust complaints procedure

effective board oversight of complaint management

elements of a robust complaints investigation

Study time

45 minutes

Module description

The complaints process is an internal conflict resolution mechanism designed to address stakeholder views and improve service for pupils and the community.

This new module aims to explore comprehensive complaints management components to reduce and resolve complaints efficiently.

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Who developed this module?

Fariha Choudhury

Senior Policy and Impact Officer

Fariha supports the development of NGA's policy and information outputs with a particular focus on multi academy trust governance. Alongside working at NGA, Fariha is undertaking a Masters in Education at the University of Birmingham.

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Rani Kaur

Head of Advice

Rani oversees NGA’s Advice team and GOLDline service. She leads on the SEND and premises management policy areas and manages NGA’s work on equality, diversity and inclusion. She is co-chair of an infant and nursery school in Solihull.

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