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Parental Complaints - art of the possible


Book for Online, 26 May 2022

Member - £49
Non-Member - £90

Facilitators - Guy Dudley and Richard Shakespeare, NAHT

This course will provide you with the tools and tips to manage parental complaints as effectively as you can and will cover the following:

-    The scope of your complaints procedure
-    Roles and responsibilities
-    The ‘complaint’
-    Campaigns and persistent complainants
-    Persistent correspondents
-    Unreasonable complaints
-    Anonymous complaints
-    Complaints received outside term-time
-    Recording of meetings
-    When to stop responding
-    Complainants and social media
-    Dealing with abusive visitors
-    Prevention strategies
-    Building effective home-school partnerships


Headteachers, Deputy Headteachers, Assistant Headteachers, School Business Leaders and Middle Leaders and others in any capacity and/or responsibilities for working with parents.


By the end of the session, you will be:

-    Prepared to adjust your complaints procedure
-    Clearer about your role
-    More able to qualify the complaint
-    Better equipped to handle ‘difficult’ complaints and complainants
-    Clear about procedural diversions
-    More confident to take action



You will have the confidence to do the following:

-    Change your complaints procedure
-    Train relevant staff in the new procedure
-    Publicise your new procedure on the school’s website and let parents know
-    Integrate the building of home-school partnerships into your school’s strategy and plans [INSET days, school improvement plans, Ofsted-ready preparations]


Guy Dudley, MCIPD, FSSP

Senior Editor, Pathway, NAHT-Discovery Education
Previously, NAHT Head of Specialist Advice
Providing information, advice, guidance and support to school leaders on all topics related to running their schools; my specialist areas are human resources, employment law, leadership and governance, working with stakeholder groups and school support functions.
Previously, a variety of senior HR-related posts held at the Department for Education, international charities, an energy provider and a hospice.

Richard Shakespeare
More than 30 years of experience in schools including 14 in senior management.
Specialist Advice Team member. Support members with questions about complaints.