Dear Stephen I am writing as clerk to a GB in a maintained school. A parent complaint has been made and one of the complaints is against the HT. We have recently appointed a new CoG and despite him having received the procedures, he would like to deal with the complaint in a different, more informal way. While I can understand that he is hopeful of goodwill from the parents, experience at our school has taught us to use the procedure and be thorough. I have asked him for the complaint letter so that I can start building a pack for the appeal committee but he does not want me to have this. I believe that at his previous school, which was clerked internally, he dealt with a lot of complaints single handed. The demographic group of the previous parents was far less professional than in our school, where parents can be more sophisticated and rigorous in their complaints. If he wishes to go ahead with ignoring the procedures, which were strengthened after the last complaint a couple of years back, what can I do to ensure that he complies. If he does not, as the clerk what do I do?