Complaints procedure template


Make sure your school has a clear process explaining the appropriate way to make a complaint in various circumstances

Applicable for maintained schools, academies, free schools, independent schools, pupil referral units and non maintained special schools.

Updates made in this version are described below.

  • Bullet points added in the introduction.
  • New paragraph added at end of the introduction.
  • Text amended in stage one under formal complaints heading.
  • Text added to stage two under formal complaints heading.
  • Text added to stage three under appeals heading.
  • Text amended in the appeals panel section.
  • Paragraph added to appeals procedure section.
  • Bullet point added in vexatious/persistent complaints section.
  • New section added at end of policy: complaint campaigns.

Within the policy template, you will find guidelines on how to personalise the policy with your school's details:

  • blue boxes containing advisory notes that can be deleted after you have finished writing the policy
  • grey text indicating where you need to fill in specific details, such as how to contact the chair of the governing body.
Last Updated: 
08 Aug 2019