DfE best practice guidance for school complaints procedures
- For
- Governors · Headteachers
- Published
- 7 September 2026
- Reading time
- 2 min
In 30 seconds
Updated best practice guidance on complaints procedures sets out clearer stages and timescales, and how to handle serial and unreasonable complaints.
Why it matters
Governing boards are responsible for the complaints policy; most Haringey model policies will need minor updates.
Continue reading
HEP has summarised the changes so you don’t have to. Member schools can read our view and what schools should do next.
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What you need to do
Discuss with your team
- Add the complaints policy to the next governors’ agenda
The detail
Updated best practice guidance on complaints procedures sets out clearer stages and timescales, and how to handle serial and unreasonable complaints.
Governing boards are responsible for the complaints policy; most Haringey model policies will need minor updates.
HEP will keep this item updated as further guidance is published. Members can read the HEP view and recommended next steps, and find related CPD and resources below.