Andy, here's a couple of instances from my 10 years in the profession.
A parent phones in a complaint about a colleague. She was called in by her immediate gaffer. The conversation went like this...... we've had a complaint from the parents of "pupil name". You did/said "whatever it was the parents had said she said/did". What are you going to do to ensure to doesn't happen again?
No, "what is your take on what happened?". No chance to put up any defence. Quite simply, there's been a complaint and, because we now have customers/clients and not parents and children, the customer is King/Queen. End of that school year she left and went to another school. Brilliant teacher. Class Mentor. Ran the support group for dyslexic children. Ran the group to support the gifted kids we had (every year we'd have 3 or 4, 8 and 9 year olds joining the 1st year Gymnasium class (excellence in learning, not the sport...). All their classmates were 12 going into the 1st year, 13 in it.
There was this girl, 14 years old, only child and very unruly. Diagnosed with ODD (Oppositional defiant disorder (ODD) is a type of behavior disorder. It is mostly diagnosed in childhood. Children with ODD are uncooperative, defiant, and hostile toward peers, parents, teachers, and other authority figures. They are more troubling to others than they are to themselves.). She actually fit all the criteria, on the surface. All of her teachers treated her with velvet gloves....... they bought it. There was a 22 year old Geography teacher and yours truly who believed we had seen through the charade. We started to treat her the same as we did all other kids. That went down like a lead balloon. She complained to the head of year and we were summoned, boll-ocked and told to be more lenient on her. We did as we were told but decided we would do some investigating. In the course of our investigation we found out that her parents ran a restaurant. When she got home from school she was alone. Did what she wanted, when she wanted. If the parents tried to get her to do something she didn't want to it was tantrums all the way until she got her way. If she wanted new clothes, telephone, tablet... whatever, she got it as it comforted the parents sense of guilt. She was, simply, a spoiled brat. We had worked that out long before we started to look into her behaviour and background. Kids with ODD will continue with their bahaviour, no matter what. This girl had realised the two of us had sussed her out and she stopped her antics with us. She didn't like that and complained. Got her way for a while but we super sleuths ahd found out WHY she was acting up. We took our findings to the Head . Reluctantly he agreed to have a word with the parents. They then called the girl in. Confronted with the truth she broke down. The parents decided right there and then they would hire an assistant manager so that every evening one of them could be home........ The girl finally got the attention she had craved from her parents. Her acting up had been her way to get attention at school. Better negative attention than none at all.