The DfE's updated guidance on school complaints procedures (external link) says that your school's procedure must include the steps to follow for complaints against:
- the headteacher;
- a member of the governing board;
- the entire governing board.
Updates to good practice guidance
There's now advice on:
- complaint campaigns;
- where complaints about the national curriculum and collective worship should be directed;
- the use of legal representation;
- including mediation as part of your procedure;
- publishing the procedure online (although this requirement is already set out here (external link).
The DfE has also updated its recommendations on:
- the number of stages your procedure should have – it now recommends a 2-stage formal process (rather than 2 or 3 stages);
- how to conduct appeals – it does not recommend limiting the scope of the appeal stage to considering only the handling of the complaint at earlier stages. It should consider the complaint afresh;
- circulating minutes – it recommends providing the complainant with copies of the minutes from meetings or hearings (alongside written confirmation of the outcome).
Schools should check that their policy is compliant. Please contact Haringey Education Partnership, Governors Services at governorservices@haringeyeducationpartnership.co.uk for any advice or support.