Policy, guidance and templates

I develop model complaints policies which incorporate latest government and best practice guidance 


I offer a series of workshops for a variety of audiences about complaints management

Expert advice

My advice and guidance on complaints comes from over 15 years complaints management experience and over 10 years advising schools and academies


I provide an expert, objective complaint investigation service to schools/academies and local authorities

Interpersonal mediation

I provide interpersonal mediation services in appropriate circumstances

Complaints review panels

I provide a complaints review service to academies and local authorities acting as panel chair or panelist as required

How I work with you

Subscription service

To ensure your school/academy can access my service when it needs to, I recommend taking out my annual subscription package. This can be purchased at any time throughout the year and covers either the financial or academic year whichever is your preference.

The service provides 

  • Fully complaint policy document for you to adopt and use
  • Guidance notes including standard documentation
  • Initial advice for your first complaint (up to 1 hour)
  • Reduced hourly rate on all case work

Please contact me for any complaints related requirements not listed above.

I have full professional indemnity and liability insurance and an enhanced DBS check.

Speaking at conferences

I am available to speak at conferences, seminars and similar events on the challenges faced by schools and academies particularly on managing unreasonable complainants. 


'Julie has an exceptional knowledge in complaints and successful resolutions. Julie spoke at the Wessex Association of Leaders in Education and delegates enjoyed her understanding of school concerns as well as her sense of humour. Her input was very well received',

Leonie Hurrell


Interpersonal mediation

Where it is appropriate to resolve any issue of parental conflict, I can provide interpersonal mediation services. 

The added value I provide....

Everything I do is founded on knowledge and experience gained over more than 35 years. Most of that time was in complaint management and customer services in the public sector and by working with schools and academies.

 I help you by:-

  • taking pressure off your leadership team by investigating/advising/supporting you to manage your complaints through to resolution.
  • protecting you from consequences of complaints mismanagement, which can include escalation to the Department for Education, Education & Schools Funding Agency, funding review or even litigation.
  • providing clear and compliant advice and support through all stages of the complaint handling process.
  • raising awareness of policies and procedures helping to reduce the impact of complaints.

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