COmplaints or concerns

Raising Concerns or Lodging a Complaint

If parents wish to speak to someone about an incident, they should contact the class teacher in the first instance.  The class teacher needs the opportunity to investigate the matter, and this may involve seeking out other members of staff or pupils to build up a full picture.  In some cases, the class teacher may require support from a member of the senior leadership team – in the first instance, the designated year stage lead.  It may also be the case that a parent wishes to engage with a designated year stage lead if they are unsatisfied with the response of a class teacher.  Ultimately, the head teacher can become involved if these protocols have not resulted in a satisfactory outcome.

In the event that a parent/carer or is dissatisfied with how their concern is dealt with, they can move to make a formal complaint:

Stage 1 - Frontline Resolution

When you contact us we will aim to resolve your complaint.  If we can't resolve it at this stage, we will explain why and tell you what you can do next.

We will give you our decision in 5 working days or less, unless there are exceptional circumstances.

If your complaint is about education please contact the child's school first.

Stage 2 - Investigation

Unresolved complaints at stage 1, or complex complaints requiring a detailed investigation are called stage 2 complaints.

We will:

• acknowledge receipt of your complaint within 3 working days

• discuss your complaint with you to understand why you remain dissatisfied and what outcome you are looking for

• give you a full response to the complaint as soon as possible and within 20 working days

• tell you if our investigation is going to take longer than 20 working days and will agree a revised date with you.

Confidentiality

Your complaint will be kept confidential.  Details will only be given to those people who need to know in order to investigate your complaint.

6 month time limit

You must make your complaint within 6 months of the event you want to complain about, or finding out that you have a reason to complain.

If you feel that the time limit should not apply to your complaint, please tell us why.

Our complaints handling procedure

East Lothian Council Complaints Handling Procedure

If you are still not satisfied

If you are unhappy with the way we dealt with your complaint, contact the Scottish Public Services Ombudsman.