Complaints

Addressing Concerns and Complaints

Our school recognises the vital role that parents play in supporting their child’s learning and is committed to building positive relationships with parents. No matter how strong partnerships are, or how good our policies are sometimes things can still go wrong and there may be occasions when you as a parent wish to express unhappiness or dissatisfaction with Council services, policies or staff behaviour.

Please give us the opportunity to put things right first by contacting the Head teacher, Mrs Louise Pressley, or any member of Senior Leadership Team by telephone, email or in person.

If you are not satisfied that your issue has been resolved, you can then make a complaint using our online form: https://www.aberdeencity.gov.uk/services/have-your-say/make-complaint

You can also make a complaint in person at any council office or by contacting our Customer Feedback Team by telephone or in writing:

Customer Feedback Team                                Telephone 01224 523058

Business Hub 6

First Floor South

Marischal College

Broad Street

Aberdeen

AB10 1AB

Our Customer Feedback team follows a complaint handling procedure to make sure that every complaint is dealt consistently and quickly as possible.

When a complaint is made it must be handled in accordance with the Complaints Handling Procedure which provides two opportunities to resolve issues internally. To maintain positive relationships, it is usually better for all, if parental concerns or complaints can be resolved at school level and as quickly as possible.

If a concern or complaint cannot be resolved at the frontline resolution stage, then it will progress to ‘Investigation’ stage and a detailed investigation into the matter will be carried out. Complaints that are complex, serious or high risk and require detailed, lengthy investigation may be dealt with at the ‘Investigation’ stage from the outset.

Once the two internal stages of the complaints handling procedure have been exhausted, the complainant must be directed to the Scottish Public Services Ombudsman (SPSO) to carry out an independent external review of the matter. The SPSO is the final stage of the complaint’s procedure.

Once the SPSO reaches a decision they may contact the council with recommendations for improvement and will provide dates by which the recommendations must be implemented. The council is required to report back to the SPSO and evidence that the required action has been taken.