Programme   

Managing Complaints with Confidence 

This 2 part programme provides a complete guide to managing  parental complaints. 

Session 1 - provides an overview of policy and procedure and the various roles within them to promote a positive feedback culture in your school/academy/MAT. 

Session 2 – gives an outline of the framework for managing complaints looking at associated policies, and provides strategies for managing all complainants effectively and in accordance with DfE and ESFA expectations.  

At the end of the programme, you will   

• have an increased knowledge of complaints (and related) policies and procedures
• have confidence in managing cases (and unreasonable complainant behaviour)
• be able reflect on best practice

Workshops

I run half day workshops for individual settings or groups (online or in person)

• Introduction to complaints management
• Effective complaints management - including management of unreasonable complainants
• Handling difficult customers
• Complaints investigations
• Complaints review panels/committees

Workshops include 

• an associated handout pack with useful additional guidance and model documentation
• an opportunity to address any specific questions in open forum or confidentially
• a practical element or case study to test understanding and knowledge

CPD/Staff Development

 I can also attend CPD or staff development sessions to talk about complaints management