All schools are required by law to have a complaints policy. The policy should help resolve problems and give parents and the wider community a means to raise issues of concern and have them addressed. It should therefore be easily accessible to parents and the wider community as well as available on request.
The guidance contained here will enable schools and governing bodies to understand the difference between a concern and a complaint. Governing bodies are strongly recommended to review its current policy for dealing with complaints so that it reflects the model policy provided.