Complaints Toolkit

As part of the new service offer, a low-cost Complaints Toolkit subscription has been created to enable schools and trusts to effectively manage school-based complaints.  The Toolkit will be reviewed annually, with helpdesk support available throughout the year and a termly webinar being released.  It has been designed to save school staff and governors time in dealing with concerns and complaints and trying to manage complainants’ expectations by giving suggestions and examples.  The Toolkit provides step-by-step guidance on the complaints process from start to finish, complete with timescales, a suite of suggested responses, essential do’s and don’ts and a summary of the process.

To subscribe to the Complaints Toolkit please visit the HFL Education Hub:

For MATs or other settings with bespoke requirements please contact us.

Complaints Toolkit – why your school needs it

Cowley Hill School in Borehamwood

Over recent years school-based complaints have been steadily increasing.  As a school we have been able to manage many of what would be considered low-level complaints, more concerns really.  However, in the last year or so, there has been an increase in the number and complexity of some of these.  For our school, more recently, we have experienced a really challenging complaint, that has been broad and far reaching in terms of the impact it has had.

The Complaints Toolkit is not something that is available just for large and complex complaints – far from it!  It is, in fact, a comprehensive and ever-evolving suite of resources and advice for schools to use when they receive that very first ‘I want to make a complaint’ communication.

The Toolkit starts at the beginning, with your policy and procedure for dealing with concerns and complaints.  It takes you through every possible step that might happen and provides you with the resources to respond to and address the complaint.  Most importantly it gives you the guidance to ensure that you take the right action in the most appropriate way and crucially within the timescales denoted in policy.

One size fits all is not what this toolkit is about.  It is constantly updated and additional resources are added, including regular webinars.  Using the Toolkit enabled me to see quickly that our very challenging complaint was unusual and complex.  It was very difficult to deal with and this is where the Helpdesk Support element came into play.  As a subscribing school, I was able to contact the Helpdesk and hold a series of telephone conversations to support me with managing and responding to the complaint as the situation evolved.  This support was invaluable in guiding us to make all of the correct decisions throughout the process – whilst also maintaining our sanity and wellbeing.  Our complex complaint went all the way through stages one and two and involved in-depth analysis, investigations and a panel.  The support we received helped to signpost us to the wider services available and organise what we needed through Governance, Independent Investigators, Stage Two Panel Members and Clerking.

As a school we would thoroughly recommend that you subscribe to the Toolkit.  It isn’t just for complaints – it is there to help with the things that can happen before you reach the formal complaint stage.  For example, with warnings to parents, controlling access to school premises and responding to general issues linked to social media and online platforms.  It reflects legal expectations and national guidance so you can feel 100% reassured that every step you take is the right one.  For us the biggest help and support was speaking to the Complaints Manager, Paul Davies.  He worked tirelessly to support and guide us and most importantly always provided a listening ear.  It was never too much trouble for him to take our calls and make sure we were okay.  This is an extremely valuable service and a must for all schools.

Louise Thomas, Headteacher, Cowley Hill School, Borehamwood