All maintained schools are required to have regard to the ‘best practice complaints guidance’ published by the Department for Education in March 2019. The key features of the new guidance are:
The local authority’s model complaints procedure has been updated to reflect the changes and this is recommended for adoption by all maintained schools. It is a statutory requirement that the procedure is then made available on-line, on the school’s own website if it has one. Schools should make the procedure as easily accessible as possible and must publicise the fact that it has been updated.
It is essential that each school adds its own name and logo, along with the date of adoption by the governing body, to the procedure prior to uploading it to the website.
Academies may wish to use the new model procedure and / or the DfE guidance to review their own procedures. They are reminded of the additional statutory requirement for academies that where there is a panel hearing in relation to a complaint one panel member must be independent of the management and running of the academy.
Sources of Further Information