It is important that governors understand their role in responding effectively and promptly to any complaints received and in ensuring the school has a fit-for-purpose complaints procedure in place. It is important that unnecessary escalation is avoided where appropriate.
Governors should feel confident in the school complaint process and responding to complaints they may receive, and they should understand how complaints need to be monitored to ensure that as a result of the information received as a complaint, learning, and improvements take place within the school setting to improve the customer service.
Individual bespoke training sessions can be arranged at individual schools on request or during governing body meetings.
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