The DfE published updated complaints guidance for maintained schools on 11th January 2019. In light of this we have undertaken a process of reviewing our guidance currently adopted by many of our schools “Dealing with concerns and complaints about schools toolkit 2017 “ and feel that the DfE’s new guidance and model complaints policy is thorough and covers all the fundamental elements. We will therefore not be refreshing our toolkit but recommending that governors either adapt or adopt the DfE’s complaints procedures and model policy.
The duty to establish procedures for dealing with complaints lies with the governing body. We therefore strongly recommend that you download the document and read this in full. If you choose to adopt the DfE’s model policies, please remember to personalise the model policies to your school and add suitable timeframes.
While the DfE’s expectations are that schools will adopt their best practice recommendations, schools can apply alternative processes if they have good reason to.
You can read further details about the guidance here.