Hi Donna, If you want to be able to deal effectively with complaints it is essential that you and your students understand the process. Students need to understand that it is alright to have a concern or complaint as long as they are voicing their concern appropriately. Many schools inform the student of the process but not how to approach the process. Resolving complaints is easy when trust exists. Yet many efforts at resolving complaints fail for one primary reason, namely fear. When our natural fear of losing something or not getting something we want takes over our brain, our ability to understand another person's perspective usually goes out the window Cindy Bryant, Facilitator