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Section 29 of the Education Act 2002 states that schools must have in place a procedure to deal with complaints relating to the school and to any community facilities or services the school provides. The law also requires the complaints procedure to be publicised.
Most schools already have a school complaints procedure in place that is usually based on LA or diocesan board models. The complaints procedure toolkit, which you can download from this page, helps schools draw up a school complaints procedure if they have not already done so, or to review their existing procedure if they wish. The document covers:
An overview of the legislative requirements for schools, to give a process for dealing with complaints, including access to best practice documents for guidance in creating or reviewing the procedure.
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Section 29 provides the legislation covering complaints procedures.
Information on the handling of complaints in independent schools is contained in the Registration of independent schools information pack.