It provides best-practice for creating and revising complaints procedures and how to deal with complaints. Departmental advice helps governors to understand how to comply with the law or explains what our policies mean in practice. You do not have to follow the advice.
This advice replaces the ‘School complaints toolkit 2014’.which the LA recommended schools to adopt however in reading the new guidance the DfE have withdrawn their procedure/toolkit and now suggest that schools can adopt their LA’s model procedure. We will therefore be reviewing our LA model complaints policy and making this available to Governing Bodies shortly to consider adopting again.