Complaints aren’t the problem—How you respond is
As school leaders, we regularly navigate complaints—from parents, colleagues or students. These moments can be uncomfortable, but they also offer us valuable opportunities to lead with integrity.
A helpful model comes from outside education: John Lewis, the UK department store known for its long-standing commitment to service and trust.
Their approach to complaints is rooted in values that align closely with effective school leadership. Here are four key principles we can apply in our own contexts.
Listen first, defend later
John Lewis staff are trained to listen without defensiveness. They don’t rush to justify policies or decisions, but instead create space for customers to be heard.
In schools, we can do the same. Leadership begins with listening—deeply and attentively.
Take ownership, don’t pass the buck
Rather than shifting blame or hiding behind procedures, John Lewis empowers staff to take responsibility and resolve issues.
As school leaders, our credibility is strengthened when we own the problem—even if we didn’t create it. Taking responsibility builds trust, and trust is the foundation of every strong school culture.
Act promptly and follow through
John Lewis responds to complaints quickly and clearly. Delayed responses only increase frustration.
In a school setting, even a brief acknowledgment of a concern can make a difference. It shows people that their voice matters. We don’t always have immediate solutions, but we can always be responsive and respectful.
See complaints as feedback, not failure
John Lewis uses complaints to learn and improve. They track patterns, identify gaps and adapt their service accordingly.
Schools can do the same. Complaints often highlight larger issues—unclear communication, inconsistent policies or unmet expectations. When we treat complaints as data, not just disruption, we grow stronger and more effective over time.
The essence of the John Lewis approach is a culture of service, empathy and accountability. These same qualities define strong school leadership. We won’t always get everything right, but how we respond when things go wrong matters just as much—if not more. A well-handled complaint can strengthen relationships and reinforce the values we want our school communities to reflect.