Parents as Partners in Learning
Parents as Partners in Learning

Managing complaints

No matter how strong partnerships are, or how good strategies and policies are, things can still go wrong.  It is important therefore to have clear arrangements in place so that staff and parents can resolve issues together, with support if necessary.

In order to maintain positive relationships, it is usually better for all parties if parental complaints/concerns can be resolved at school level as quickly as possible.  How you learn from complaints, and make improvements as a result of complaints, says a lot about your school and authority.

'There are two things headteachers should do when they get a complaint: listen, and imagine what it would be like being in the parent's shoes.' A headteacher

Dealing with complaints

Handling complaints properly is an important part of good customer care.  It shows that you:

  • Listen to parents' views
  • Learn from your mistakes
  • Are continually trying to improve.

Top ten tips

  1. Keep it simple - avoid long forms.
  2. Use face-to-face contact and the phone - don't automatically send a letter; most parents like to talk.
  3. Listen for positive comments made and feed them back.
  4. Find out straight away what would help.
  5. Be clear what solutions you can offer.
  6. Where appropriate, a quick apology is better than a long letter.
  7. Give personal and specific replies - a standard reply will only make things worse.
  8. Use one point of contact.
  9. Let parents know about improvements made as a result of their complaints.
  10. And remember - more complaints can be good news!  It shows that your parents trust you to take them seriously.

Other resolution approaches

Many schools and education authorities are now using mediation and other resolution approaches to resolve parental concerns.  Whilst it is accepted there will be times when some complaints will require an investigative approach, very often a more successful outcome can be achieved, to the satisfaction of both parties, by people coming together and talking about their concerns with the support of a third party.

'Having someone neutral that does not side with anyone.'

'It let me see it was better to be open with parents.'

'If I listen to their point of view, they are more likely to listen to mine.' Headteachers

'Being taken seriously.'

'It helped the headteacher listen to my point of view.'

'It helped my child be happier.' Parents

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