Headteacher Update Podcast: Dealing with parental complaints

This episode offers advice for school leaders on how they can handle parental complaints, including de-escalation tips and dealing with vexatious complaints. With NAHT research showing a rise in parental complaints and vexatious complaints, this episode is packed full of useful tips and practical advice for school leaders. Our three experienced panellists describe what they are seeing on the ground in terms of rising complaints and discuss the reasons why more parents are complaining. We ask how we can best respond to complaints, including the steps we should take to take and how best to communicate with parents throughout the process. We discuss ways to de-escalate complaints and how we can protect ourselves personally and professionally during what can be a very stressful time. We discuss the nature of vexatious complaints and how we should handle these, including how we can response to parents who refer their complaints directly to bodies such as Ofsted or the DfE.