Complaint Management

A complaint that cannot be resolved informally may be escalated to a formal Hearing under the school's Complaints Policy. Clerks of London provides an Independent Clerk to organise and support that Hearing, separate from the school and not involved in deciding the outcome.

School complaints cover a wide range of situations, from everyday concerns to complex and sensitive matters. Whatever the nature of the complaint, we provide the same independent, procedurally sound support: working within the school's own Complaints Policy and organising the Hearing to ensure it is conducted fairly and correctly.

Where a complaint requires investigation before it reaches a Panel, we can recommend an investigator from our pool of independent, experienced investigators. For academies, the Panel must include at least one person who is independent of the management and running of the school, and DfE guidance recommends the same for maintained schools. We maintain our own pool of Panel Members and can provide one as part of our service. Clerks of London does not provide legal advice; where legal input is needed, we work alongside the school's own legal advisers.

Our Clerk manages the practical and procedural side of the Hearing: reviewing documentation in advance, attending to advise on procedure, preparing accurate minutes, and drafting the outcome letter for the Chair's approval.