With the right training, your staff are much better equipped to deal with complaints

Training can help you:-

  • reduce the incidence of grumbles escalating to complaints
  • cut the amount of time spent on individual complaints
  • mitigate the impact of a complaint on your school or academy
  • manage the complaint process effectively
  • improve the quality of the investigation process
  • manage a review panel/committee confidently
  • increase the opportunity for resolution



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



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

For all your training needs, please contact

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