Event Summary

Rising parental complaints are placing growing strain on relationships between families and schools. 88 percent of school leaders are reporting harm to their mental health and wellbeing, heavier workloads and disruption to teaching and learning*. New guidance from the Department for Education and Parentkind sets out a five-step complaints process and reinforces the vital role of families in education. Hear directly from Parentkind on the Parent Guide to School Complaints and School Guide to Parent Complaints guidance and how it can be put into practice in your school.

How can schools and parents rebuild trust, strengthen their partnership and put young people’s learning and wellbeing first?

Join Westminster Insight’s popular Parental Complaints in Schools Conference to gain clarity on embedding new complaints guidance in practice, distinguish between feedback, concerns and formal complaints, and navigate escalation routes across maintained schools and academies. We will share practical strategies for setting expectations, strengthening parental engagement and addressing concerns before they escalate.

The use of AI and social media in parental complaints has increased significantly, creating new challenges for schools in assessing and responding to lengthy or complex complaints. Take away best practice examples from colleagues on how to identify AI-generated complaints, assess their credibility and respond appropriately.

Learn how to reframe complaints as a tool for school improvement and use emerging concerns to identify issues before they escalate. One in four parents say trust between parents and teachers has broken down.** Hear from experts on how to take a preventative approach to complaints by embedding a culture in which parents feel heard and taken seriously throughout every interaction with the school.

With schools facing an increasing number of parental complaints, make sure you are equipped to respond consistently and fairly, set appropriate boundaries, and protect staff wellbeing while navigating legal, safeguarding, SEND and equality considerations. Expert speakers will spotlight best practice examples for dealing with unreasonable and vexatious complaints.

Don’t miss this opportunity to connect with colleagues from across the country and stay up to date with the latest complaints guidance.

*ASCL, Survey on Experiences of Parental Behaviour 2026

** Parentkind, School Complaints Report 2025

Key Points

  • Understanding the new Parent Guide to School Complaints and School Guide to Parent Complaints
  • Applying the five-step complaints process and distinguishing feedback, concerns and complaints
  • Resolving complaints quickly, easily and positively
  • Navigating each stage of the complaints procedure and how to conduct a robust complaints investigation
  • Clarifying escalation routes across maintained schools, academies and MATs
  • Strengthening parent-school partnerships while setting clear expectations and professional boundaries
  • Protecting staff wellbeing when complaints become persistent, aggressive or unreasonable
  • Using effective communication and early intervention to prevent complaints from escalating
  • Managing AI-generated, social media and coordinated complaints in a changing digital landscape
  • Developing proportionate approaches to vexatious, serial and repeated complaints
  • Navigating legal, safeguarding, SEND and equality considerations when handling complaints
  • Using parent voice and complaints insight to support school improvement and rebuild trust with families

Sponsorship

Interested in sponsoring this event? Click here for sponsorship opportunities.

View all our conferences, events and training here.

Group discounts

Contact us for group rates.