Complaints Handling Procedure

We value your feedback as it lets us know what we are doing well and where we need to make improvements. You can provide your compliments and suggestions online here

We realise that sometimes, things go wrong. Any concerns you have about your child’s education can normally be settled by speaking to the Head Teacher or other member of staff. If you have already spoken with the Head Teacher and are still not satisfied, you may wish to make a complaint. You can do this online here. 

We define a complaint as an expression of dissatisfaction regarding:  

  • Our actions or lack of action, or  
  • The standard of service provided by us, or on our behalf.  

Examples include incorrect information being provided, the school failing to follow a procedure properly, poor quality facilities or learning resources, or a staff member or contractor being rude or unhelpful.  

You can make a complaint up to 6 months after the event happened, or 6 months after finding out that you have reason to complain but no more than 12 months after the event itself. In exceptional circumstances, we may accept a complaint after the time limit. This will be assessed on an case-by-case basis. 

There are some topics we can’t consider as a complaint, and instead they will be dealt with under the appropriate procedure:  

  • A disagreement with academic judgement  
  • A disagreement where a right of appeal exists e.g. school exclusions, placing requests or school exam results  
  • A routine, first time request for a service  
  • An issue which is being or has been considered by a court or tribunal. 

Our complaints procedure has two stages. When we receive your complaint, we will let you know if it will be dealt with at Stage 1 or Stage 2:  

Stage 1 complaints are usually straight-forward, and we will respond within 5 working days. This may be done in person, by telephone, letter or email.  

Stage 2 complaints are usually more complicated, or if you are unhappy with how we dealt with your Stage 1 complaint. We will send you a written response within 20 working days.  

Your feedback will be passed to the school or Education department, and staff will look at what has happened and what should have taken place. You will be told if your complaint is upheld or not upheld, as well as any changes made as a result of the complaint. If the issue is complex, we may need more time to investigate and if this happens, we will let you know.  

Dissatisfied about your complaint?  

The Scottish Public Services Ombudsman (SPSO) is an independent body who can review complaints made to us. If you are unhappy with our response to your Stage 2 complaint, the SPSO can help.  

If you haven’t completed both stages of the complaint procedure, the Ombudsman may ask you to do this before they get involved.  

Visit the SPSO website for more advice, call 0800 377 7330 (freephone) or write to: Freepost SPSO.  


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