complaint management and investigations
Handling complaints effectively is vital for maintaining trust and confidence in schools and Trusts. At AMF, we provide expert support to help you manage complaints and investigations in line with Department for Education (DfE) guidance, ensuring your processes are fair, transparent and robust.
Complaints Management Support
We work alongside schools and Trusts to strengthen complaints procedures and reduce risk. Our services include:
- Independent advice and oversight of complaints processes, aligned with DfE guidance.
- Clerking and administrative support for complaints panels, including provision of panel members or an independent chair where required.
- Training for leaders and staff to handle complaints confidently, resolve concerns early, and build positive relationships with the school community.
Investigation Services
Our experienced team can undertake or support independent investigations where impartiality and thoroughness are essential. We provide investigation support for:
- Parental complaints - ensuring concerns are addressed fairly and in line with statutory procedures.
- SEND complaints - including issues relating to provision, funding and parental concerns.
- Safeguarding cases - ensuring investigations meet safeguarding standards and compliance requirements.
- Staff-related investigations - including as part of disciplinary and grievance procedures.
- General complaints - from day-to-day school concerns through to more complex Trust-wide issues.
Our comprehensive and compassionate support provided is:
- Independent and impartial - ensuring confidence in the outcome of investigations.
- Delivered by experienced members of the team - familiar with DfE requirements and sector best practice.
- Flexible - from single investigations to ongoing capacity for larger Trusts.
- Resolution-focussed - helping schools and Trusts strengthen relationships with families, staff and stakeholders.