New school complaints procedures in England for parents: What to expect

This guide explains how parents in England will raise concerns under the proposed school complaints procedure, what stages are likely, and how escalation could work when a matter is not resolved. Because government proposals are still developing, we also set out practical steps you can take now.

Having assisted parents with their complaints to schools for some years, I am pleased the government is looking to make it simpler for families to raise concerns, and to resolve problems promptly. Parents certainly deserve a complaints process that is clear, fair and easy to use. The government’s white paper “Every child achieving and thriving” sets out a plan to meet those objectives.

What is changing?

At present schools are required to publish their complaints procedure but beyond that they may have different processes. That is certainly the case for maintained schools, academies and independent schools. It is unclear from the initial announcement as to whether the new complaints procedure will have to be adopted wholesale by all schools or whether there will be a degree of flexibility in the new school complaints system.

What is currently clear is that the white paper places parent engagement at the centre of school improvement. It signals a move towards clearer routes for raising concerns and a more consistent approach across schools, so issues can be resolved fairly and in reasonable time. This sits alongside a wider push to rebuild trust between families and schools, and to give parents better information and more direct ways to be involved. This proposal can be applauded, but the fine print of the new process will be critical in judging whether the new complaints scheme succeeds.

How to raise a concern with your child’s school

Under the proposed approach, you should expect a simple path to follow within your child’s school. The emphasis is on resolving matters early through constructive conversations, backed by a process that is easy to navigate and clearly explained in school communications and on school websites. Schools will be expected to communicate clearly, respond promptly and work with you to find practical solutions. I anticipate a strong emphasis on dialogue, face to face conversations and mediation, in an effort to reduce the continual rise of complaints since the pandemic.

When these new school complaint proposals are in place, you can expect:

• A single, visible route into the school for concerns, set out in plain language and designed to help you contact the right person first time. The aim is to resolve most issues swiftly and informally through dialogue, before they need to move into a formal process. Parents can expect a focus on early resolution.
• Clear stages and timescales if an issue needs to be considered formally. You should be told what will happen next, who will respond and when to expect an outcome.
• Respectful, two-way engagement throughout. The white paper ties a better complaints process to a stronger culture of partnership, where schools and families communicate openly and with mutual respect. This is clearly designed to stem the tide of teachers and school staff receiving abuse.

Escalating a school complaint beyond the school

The reforms also anticipate a more coherent landscape beyond the school gate. As the wider education system moves towards stronger collaboration between schools, trusts and local partners, parents should find it easier to understand where to go next if a complaint cannot be resolved by the school. The white paper reinforces the role of school trusts and local authorities in a clearer, more joined up system, so escalation is better signposted and less confusing for families.

In practice, this will hopefully mean you should be able to see:

• Transparent information on next steps if a school cannot resolve your complaint, including how to refer the matter for independent consideration at trust or local level where appropriate.
• Consistent expectations across areas, so families experience a similar standard of process and communication wherever they live.

How to complain to a school in England

As the new school complaints procedures are rolled out, I anticipate academy and maintained school complaints, as well as independent school complaints, to follow these rules:

• Publish accessible information about raising concerns and making complaints, in language that is clear and free of jargon.
• Respond promptly, explain decisions and set out agreed actions, with a focus on practical resolution in the interests of the child wherever possible.
• Foster a culture that values parent voice and supports constructive discussion, so issues are addressed early and fairly.

How you can prepare now

It is unlikely the new school complaints process will be introduced before the start of the academic year in September 2026. In the interim, my recommendation is to remain guided by your school’s current complaints policy. Here are a few simple steps I advise parents to take, to ensure your concern or complaint is factually based, easy for the school to investigate and to provide a response in a reasonable timescale.

• Keep a brief, factual note of what happened and when. Share this with the relevant staff member when you first raise a concern or complaint.
• Aim for early dialogue with the school. The white paper’s focus is on partnership and early resolution, which works best when families and schools talk openly at the earliest opportunity. Even if there was not a white paper, I would recommend speaking to your school before proceeding headlong into a complaint, which may not be in the best interests of your child.
• Check your school’s website for its current process and contact points. As reforms bed in, schools will update this information to reflect clearer pathways and timescales.

The bottom line for the new school complaints process

The white paper’s objective is clear. Parents should find it easier to raise concerns, simpler to navigate the steps, and quicker to reach a fair outcome, supported by schools that communicate clearly and act promptly. The goal must be a complaints experience that feels constructive and respectful, and that helps every child stay engaged and thriving in their education. Let’s hope the fine details of the new school complaints process match my hopes and are in the best interests of each child.

If you are a parent in England and would like tailored guidance on a live concern, contact our education team for a fixed fee online consultation meeting. We advise parents across England from our offices in London, Reading and Bristol.