All schools receive complaints from time to time. Handling them can be difficult but mishandling them can cause even more difficulty and stress. The Governor clerking service launched the “Dealing with concerns and complaints about schools” toolkit in April 2017 to help schools either draw up a complaints procedure or to review their existing procedures with a view to run some training alongside this to allow governors the opportunity to go through the key principles of this toolkit. We apologise for the delay organising this training however we are now able to provide you with the date of the first session.
The training will go through the toolkit and look at:
the legal framework;
effective practice in dealing with complaints.
how to deal with a concern at each separate stage from the point of receiving a concern right through to the panel stage.
The training is currently limited to 2 places per school with a view that the information is then cascaded down to the rest of governing body/complaints panel. We strongly recommended that in the first instance, both the Head Teacher and Chair attend the available training as they are likely to be involved with any concern at the early stages.
If there is a demand further sessions will then be made available for other members of the governing body.
In addition we aim to add a future date for Heads and chairs in the autumn term.