MANAGING COMPLAINTS

Target Audience: Chair of Governors and members of the Complaints Committee.

Course Provider: Mrs. Kathryn Gilbert, Principal Schools Governance Officer.

Aim & Purpose of the Training:

All schools have a statutory duty to have a complaints procedure in place which must be published and available to parents, pupils, staff and governors. The vast majority of concerns and complaints are dealt with by schools immediately, satisfactorily, and through informal discussions by the class/subject teacher or a more senior member of staff of the school. However, there are occasions where complaints are escalated or are required to be dealt with in a more formal manner.

This session will look at the roles and responsibilities of both the headteacher and governing body when handling both 'informal' and 'formal' complaints from parents and other members of the community. The session will also look at effective practice in the various stages of the procedure to ensure that complaints are handled appropriately in order that they are resolved satisfactorily.