Training / Event Details


Complaints Training for schools

This course covers all aspects of how to deal with a general school complaint from start to finish.


This course is suitable for headteachers and clerks as well as governors.
This important course does more to reduce heartache and stress than any other course we offer – we have seen a significant drop in difficult complaints in schools that have attended this training, so it is especially valuable if you have not had to deal with complaints recently (experience tells us that a complaint out of the blue can be very unsettling to a governing board).
It is important that all schools can respond quickly and in a measured way to complaints to minimise disruption and reputational damage. The course shows how you can use your complaints policy to respond to a complaint calmly and openly, maintaining the complainant’s confidence in your school and minimising the risk of escalation, allowing the governing board to focus on its core purpose.


This course aims to:
  • explore the relationships with parents and other school users
  • highlight the importance of concerns and compliments to inform school development
  • understand the process and statutory duty on schools to handle complaints in the appropriate manner
  • develop the confidence to work through the school complaint procedure to reduce stress and learn from the process.

The topics covered include:
  • What is a complaint ?
  • Why do school users complain ?
  • What must schools do when they receive a complaint ?
  • How can a school reduce the stress when a complaint becomes difficult ?
  • What processes must a school have in place and what will the DFE do if they are contacted by a complainant ?
  • What is the role of the Governor and the Governing Board in the process ?


As a result of attending, delegates should:
  • Understand the importance of handling complaints in line with the GB policy.
  • Recognise a complaint and when the school needs to manage the complaint through the school policy.
  • Be able to manage a complaint in a professional, stress free manner.
  • Understand how to use the complaint policy through all 3 stages and manage the DFE response if necessary.

Booking Information

Customers will be provided with tea/coffee on arrival and mid-morning.

We recommend that you book your place on this event as soon as possible to ensure a place is available, and so that suitable resources and any special dietary requirements can be provided for you.

We know that if you have booked onto an event you will usually have arranged cover and be looking forward to the day. However, if circumstances change and you find you will be unable to attend a session you are booked onto please cancel via as soon as possible. You will not be expected to incur the course fee if Ofsted are inspecting your school on the date of the event. However, if a place is cancelled for any other reason schools will be charged the full fee if a place is cancelled within 21 days of the event.

Please be aware that some venues will not be able to honour requests for special requirements (e.g. dietary) if you have not booked a place more than 10 days before an event/network.

If you have any questions, please call 01609 798864 or email


This course is intended for Governors including Chairs, Head teachers, and school staff with responsibility for handling complaints.

22 May 2019 09:30 - 12:30

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School Improvement and Early Years Service
Contact Provider

Date and Time

22 May 2019 09:30 - 12:30


Evolution Business Centre, Northallerton (Please / report to reception on arrival), Evolution Business Centre, County Business Park, Darlington Road, Northallerton, North Yorkshire, DL6 2NQ


Margaret Burton