This week, Natalie Wargent from NASS Partner VWV presented a session on Managing serial, unreasonable and vexatious complaints in schools.
In case you missed it, a recording of the session and presentation slides are available on the members zone and can be accessed under member resources.
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As complaints in schools grow in volume and complexity, managing serial, unreasonable, and vexatious complaints becomes increasingly challenging for staff. These complaints can be emotionally draining, time-consuming, and disruptive. However, with the right approach, school leaders can handle even the most persistent and difficult complainants.
Natalie explained:
Start by understanding what defines an unreasonable or vexatious complaint. Such complaints are often obsessive, repetitive, and disruptive. Knowing when a complaint crosses this line is crucial. Schools should always strive to engage with complainants calmly and methodically, ensuring they follow the complaints policy and provide responses within the defined timeframes.
It’s important to have a clear process in place- this includes determining whether the complaint falls in scope of the complaints policy, defining roles, managing expectations, and maintaining a single point of contact for complainants, where necessary.
Schools should also take control of the process and avoid being swayed by unreasonable demands or arbitrary deadlines. If the complaint crosses the line into vexatious or threatening behaviour, schools can consider more severe measures, like issuing bans or even seeking legal action.
Ultimately, the key to managing difficult complaints lies in clear policies, consistent communication, and knowing when it’s time to take a firm stand to protect staff and the broader school community.