School Complaints – Six strategies to put you on the front foot

Dealing with complaints can be draining, both emotionally and physically, even if it’s clear that you’ve done everything right and a complaint is not upheld. I’ve been there myself. As a result of many years of headship and school adviser experience, I’ve outlined six practical strategies to support schools when dealing with complaints. Considering the messages below, and implementing them where needed, might save you at lot of time and energy in future.

1. Focus upon relationships as a bedrock
   Many complaints are often rooted in basic communication issues. Ensuring that you and your team are engaging with families on a daily basis, even informally at start and end of the day, often allows minor concerns to be raised in a relaxed manner. This reduces the chances of anything getting to a point where a formal complaint is raised. People appreciate being heard so make it easy for this to happen. It also allows for concerns to be addressed by staff at the chalkface so leaders are not pulled into each and every situation.
   
   
2. Ensure your policies and procedures are clear and followed by all
   Your complaints policy should outline ways to raise all manner of concerns, with informal approaches for minor issues being a clear first step (a chat with a child’s classteacher perhaps) Safeguarding concerns should always have a simple, fast-track procedure. Don’t put up barriers that can interfere with someone’s right to raise a concern or complaint. Ensure your policy allows for complaints to be raised in a simple, straightforward manner if individuals feel this is the way they want to proceed. Being forced to ‘submit the correct form’ for a complaint to be recognised often escalates a situation way beyond the initial concern. People appreciate being heard, especially if they lack the resources to submit a complaint via a complex process, so make it easy for people to be listened to and feel respected as human beings.
   
   
3. Listen carefully and be genuinely curious
   For parties engaged in conflict to make any sort of headway, it’s crucial that they take time to understand the other person’s point of view. It’s almost impossible to build a lasting solution if the fundamental issue at stake is not understood by either side. Genuine curiosity can often be challenging as it might mean we find out things we wish we didn’t have to take on board. Sometimes we learn from mistakes and an apology is needed to rebuild relationships. Other times we can provide additional clarity and provide reassurance where needed. If we’ve done the right thing, the other party can then choose how they respond to this. Maintaining positive, respectful approaches throughout can lead to stronger relationships over time.
   
   
4. Discuss school complaints policies and procedures at an upcoming governing board meeting
   Take a proactive approach to this, especially if you’ve not yet had a complaint. This will provide confidence in your policy and ensure all those who may deal with formal complaints are fully prepared. Have your governors received training? Do you already have a complaints committee in place if needed? Having the support of governors is valuable, especially if a complainant is raising their concerns in a negative manner. There may be times when you need to issue a warning letter or ban someone from the school site. This is not something to be done lightly but everyone deserves to be protected and feel safe. This applies to you, your team and the families attending your school. Having the backing of governors can be crucial in such sitations.
   
   
5. Stick to your policy and consider the DfE’s resources for schools
   Policies should be fit for purpose and be tested with hypothetical situations before finalising them. Your human resources / governance adviser will be an invaluable source of support with this. In cases where policy has not been followed, a complaint may grow into something that focuses upon a technical, procedural issue, with the initial concern taking a back seat. It’s hard to defend yourself if a policy has not been applied correctly.
   
   Links for maintained schools and academies –
   Best practice guidance for school complaints procedures 2020 – GOV.UK
   School complaints procedures: guidance for maintained schools – GOV.UK
   
   
6. Ensure you’ve a good support network
   As mentioning at the start, addressing complaints, even those with no foundation, can be hugely demanding. Meeting with your Chair of Governors or a fellow headteacher for a brew and a chat can be invaluable. Your local authority, trust or professional association can also offer helpful support so make sure you’re aware of the offers in advance. Again, relationships are key!
   
   If you’re not currently dealing with a complaint, this might be an ideal time to take a look at your policies and check that everything is in order and everyone is familiar with them. A proactive approach can save a lot of time and energy in the long run. An remember, policies might not need to be called upon if relationships are positive and strong. The status of community relationships might also benefit from some reflection and a proactive approach to ongoing development.