Over half of respondents strongly agreed that parents and carers submitting complaints to multiple agencies while internal school procedures were ongoing (e.g. However, academies are only required to publish a complaints procedure to manage complaints from parents of existing pupils. Parents and carers reported being unclear about who was responsible for resolving various complaints, resulting in multiple agencies becoming involved. As the number of complaints has risen, so too has the number of agencies who receive complaints simultaneously. The DfE should support schools, parents and these agencies by providing clearer guidance on how and where complaints should be submitted to avoid duplication.