1. New documentation for Sandwell Schools
Managing Complaints
New documentation for Sandwell Schools
[IL0: UNCLASSIFIED]
[IL0: UNCLASSIFIED]

2. Complaints in schools Previous Complaints policy – 2004
Recent Sandwell MBC revision January 2019
DfE update January 2019!
[IL0: UNCLASSIFIED]
[IL0: UNCLASSIFIED]

3. Consultation Consultation with JUP NAHT guidance DfE Guidance 2016
Joint Executive Group
[IL0: UNCLASSIFIED]
[IL0: UNCLASSIFIED]

4. New Documents for Sandwell Schools
Model Complaints Policy
Guidance for Schools
Persistent Complaints Policy
[IL0: UNCLASSIFIED]
[IL0: UNCLASSIFIED]

5. Exceptions not covered
Admissions
SEN related complaints
School re-organisation
Child Protection issues
Exclusions
Staff grievances and disciplinary procedures
Complaints relating to external bodies using school premises
[IL0: UNCLASSIFIED]
[IL0: UNCLASSIFIED]

6. Overview of new complaints policy
Informal stage
Stage 1 investigation
Stage 2 appeal
Referral to LA to review the process
Referral to the DfE / School Complaints Unit
(External pressures)
[IL0: UNCLASSIFIED]
[IL0: UNCLASSIFIED]

7. Serial and Persistent Complainants
Repeated contact by individuals
Repetition of a complaint
When to stop
Support – LA including legal advice where appropriate
[IL0: UNCLASSIFIED]
[IL0: UNCLASSIFIED]

8. Guidance for schools Outline of procedures
Recommendations for timescales
Recording complaints – written records
Detailed advice to governors and headteachers
Appendices – model forms / letters
[IL0: UNCLASSIFIED]
[IL0: UNCLASSIFIED]

9. DfE Guidance 2019
complaints-procedures/best-practice-advice-for-school- complaints-procedures-2019
[IL0: UNCLASSIFIED]
[IL0: UNCLASSIFIED]

10. Questions… Questions and comments [IL0: UNCLASSIFIED]