Stone King has many years experience in advising education clients on how to manage all aspects of parental complaints successfully. In recent years, complaints have become more numerous, challenging, legalistic in nature, and seemingly harder to resolve in a way that is proportionate to school resources and the issues being raised. We have therefore produced a comprehensive guide which puts our extensive experience in dealing with the most complicated and demanding complaints into one place.

This package includes:

• Over 40 topical questions with answers, with direct links to relevant documents and templates, including:
  • How do I manage unreasonable volumes of complaint communications?
  • How can we deal with a parent who becomes aggressive or abusive at a Panel hearing?
  • Complaints are taking up an enormous amount of staff time. How do we streamline our process?
• 13 template letters
  • Dealing with parents who refuse to engage with the complaints process
  • Deviating from the published timescales
  • Dealing with unreasonable volumes of complaint correspondence
  • Responding to a parental request to be accompanied by more than one person at a Panel hearing
  • Responding to a parental request to bring a legal representative to a Panel hearing
  • Dealing with parents who raise new complaints and/or evidence
  • Taking control of wide-ranging and unclear complaints
  • Managing parents who wish to proceed through the complaints process without stating why or what outcome they are seeking
  • Advising of complaint outcome involving the personal data of a member of staff
  • Advising parent that their complaint is vexatious and no further correspondence will be entered into
  • Advising a parent that their correspondence is deemed to be a serial complaint
  • Formal Stage outcome letter
  • Panel Stage outcome letter
     
• Key documents, including:
  • Template for Chair’s opening remarks and procedure for Panel hearing (including hearing procedure, time management and managing unreasonable parental behaviour)
  • Parent and Visitor Code of Conduct
  • SAT/MAT/Maintained School Complaint Policy

Please note that this pack has been prepared predominantly with the complaints requirements that apply to academies in mind, however a template policy for maintained schools is included and they may also find the general content helpful. This pack is not intended for use in relation to independent school complaints.

Please note: This is a downloadable package, accessed via the Stone King Training Area and uses a different account system to the main Stone King website. We will require the name and email address of the user who will access the package during the purchase process.

User(s) will receive welcome emails from the Stone King Training Area upon checkout completion. Licenses are bound to the accounts created with these email addresses.