Parental Complaints Investigation Support for Forward Education Trust

Delivering a thorough, impartial parental complaints investigation through Capita’s People Partnering team

Client background

Forward Education Trust (FET) is a Multi Academy Trust supporting six primary and secondary special schools across the West Midlands. The Trust educates pupils with significant additional needs, all of whom have an Education, Health and Care Plan (EHCP).

The challenge

School and trust leaders are experiencing a sustained increase in the volume and complexity of parental complaints, particularly within SEND settings. Against this backdrop, Forward Education Trust required specialist, independent support to manage a highly sensitive and detailed parental complaint at the formal stage of its Parental Complaints Policy.

The complaint was extensive, supported by a significant volume of documentation, and involved multiple stakeholders. The Trust wanted to ensure that both parents and staff felt genuinely heard by an impartial investigator, while enabling the senior leadership team to reflect objectively on the findings and act on any recommendations.

The solution

Capita’s People Partnering team appointed a trained, impartial investigator with expertise in employee relations and SEND. From the outset, the investigator worked closely with the CEO to fully understand the context of the Trust, the school, the pupil, the parents and the nature of the complaint.

A clear investigator’s brief and terms of reference were agreed and followed rigorously throughout the process. The investigator planned and conducted a series of structured, on-site interviews, ensuring that all parties felt supported and at ease. Statements were carefully verified and evidence evaluated objectively and proportionately.

Following a detailed analysis of the evidence, the investigator produced a comprehensive yet concise report setting out clear findings, conclusions and practical recommendations. After reviewing the report, the investigator met with the CEO to discuss the outcomes, answer questions and provide assurance, enabling the CEO to translate the findings confidently into an outcome letter for the parents.

“I very much appreciate the difficult and challenging work Capita has undertaken for us, including the quality of the interactions with staff and the parent, and the depth of reporting.”
Simon Dilkes, CEO, Forward Education Trust

The outcomes

By commissioning a CIPD-qualified investigator with specialist knowledge of SEND and employee relations, the CEO was confident that outsourcing the investigation was the right decision. The Trust was able to respond to the parents clearly and confidently, preserve a constructive relationship and mitigate potential reputational risk.

As the parents were satisfied with the impartial approach and the handling of the investigation, the complaint did not escalate to Stage 3. This allowed the Trust to focus its time, capacity and resources where they matter most — supporting pupils.

Conclusion

Through its partnership with Capita, Forward Education Trust was able to ensure a robust, fair and transparent complaints process, while allowing senior leaders to remain focused on educational priorities. The parents recognised the time, care and impartiality invested in the investigation and chose not to pursue the matter further.