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Initial module enablement and manager assignment must be performed by an Administrator.

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Quick Start

1

Enable the Complaints module

Navigate to Administration > Modules and locate the Complaints module. Toggle the module to Enabled.
2

Assign a Complaints Manager

In Administration > Staff, assign the Complaints Manager role to one or more senior staff members (such as the Headteacher, Deputy Head, or School Business Manager).
Until at least one Complaints Manager is assigned, system administrators will receive automated reminder alerts.
3

Open the Complaints Module

Reload your page and select Complaints from the main navigation sidebar.
4

Configure Complaints Settings

Click Manage in the top navigation bar and select Admin (or navigate to /complaints/admin). Enter your school’s official complaints details:
  • Complaints Email Address: The designated inbox for complaints correspondence (e.g. complaints@school.org).
  • Complaints Email Name: The sender name used on automated emails (e.g. Oakridge Academy Complaints Department).
  • School’s Complaints Procedure URL: The web address of your published complaints policy on your school website.
Providing the exact URL to your published policy is essential. The AI triage and reviewer agents use this link via web search to verify statutory timescales, escalation criteria, and school definitions.

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Further Setup (Manager Guide)

Further operational setup and role delegation is managed by a Complaints Manager.

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Delegating Case Roles

To balance workload and ensure proper segregation between case investigation and final determination, assign roles to staff members:
  • Assigning Complaints Owners: Navigate to Manage > Owners. Assign the Complaints Owner role to teachers, department heads, or pastoral leads who will act as investigating officers for assigned cases.
  • Assigning Complaints Viewers: Navigate to Manage > Viewers. Assign the Complaints Viewer role to governors, trust auditors, or senior staff who need read-only access to records and PDF dossiers.

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Recording Your First Complaint

Once configured, logging a complaint takes just a few steps:
1

Click Add Complaint

On the main Complaints dashboard, click the Add Complaint button in the table header.
2

Enter Complainant Details

Enter the complainant’s full name and email address. You may optionally select an investigating Complaint Owner now or assign one later during triage.
3

Automated Notification Dispatched

Upon saving, the system creates the complaint with a unique reference number and automatically dispatches an introductory email to the complainant containing a secure login link and OTP instructions.
4

Await Complainant Submission

The complaint status displays as Opened until the complainant submits their formal Stage 2 statement via the portal.

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Next Steps & Guides

Tutorials & Practical Guides

Step-by-step walkthroughs for logging complaints, conducting AI triage, and managing panel outcomes.

Investigation Workflows

Learn how to conduct AI-assisted triage, record investigation notes, and manage Stage 2 and Stage 3 outcomes.