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Summer Term | 25 April 2025

DSLS aHead: Effective Complaints Handling 

14 May 2025

1.30pm – 3.30pm via MS Teams

In response to the issues that school leaders are raising with their professional partners, we are delighted to have secured Iain Grafton MBE (Chair of Governors and Governor Services Consultant, and former Police Officer) and Victoria Hatton (Education Law Specialist at Browne-Jacobson LLP) to lead a CPD session on handling complaints.

The issues you are dealing with are increasingly difficult and this is a development of previous sessions we have organised. Iain and Victoria will cover managing complaints and complainants; how to handle complex complaints, including those involving allegations against staff, Freedom of Information and Subject Access Requests, and GDPR concerns; and dealing with vexatious complaints, unreasonable behaviour of parents and responding to social media criticism.

Both Iain and Victoria will draw on their experience of supporting schools to manage complaints to contextualise their advice and guidance. 

All individuals engaged in the complaint process, including Governors, are welcome to attend this free online CPD event.

Booking is essential as the MS Teams link will be circulated prior to the event.

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