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School Governing Body Complaints Procedures: Circular No 011/2012

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The Welsh Government has developed amended guidance to help Schools in Wales establish effective complaints procedures.

Section 29 of the Education Act 2002 requires the governing bodies of all maintained schools in Wales, including nursery schools, to establish procedures for dealing with complaints from parents, pupils, members of staff, governors, members of the local community and others. This includes complaints about the school and any community facilities or services that the school provides. The law also requires governing bodies to publish their complaints procedures. The provisions of section 29 came into force on 1 September 2003.

The Welsh Government has consulted with stakeholders to develop Complaints Procedures for School Governing Bodies in Wales (Circular 011/2012). The new guidance includes:

  • a model complaint procedure, 
  • model complaint forms, and
  • pupil information leaflets.

These leaflets have been tailored to be suitable for pupils in both primary and secondary schools and are intended to assist any pupil who wishes to take forward a complaint.