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A model complaints procedure

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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.

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