In January 2019, NAHT described the key changes in the Department for Education (DfE) guidance on a school’s complaints procedure. Within that best practice guidance, the DfE included a model complaints procedure policy as well as a model policy for managing serial and unreasonable complaints.

Here, we suggest a few additions to the policy that we feel will strengthen it and provide schools and complainants with an effective and easily understood guide through the procedure.

You can also read our model policy for academies in multi-academy trusts.