Comments, complaints and compliments

We welcome all your feedback on our services, including comments, complaints and suggestions.

We follow the Scottish Public Services Ombudsman's standard complaints handling procedures. If you have a concern, we will do our best to resolve it. We will also make sure you know what to expect at each stage.

You can do this by emailing, phoning, writing or asking to speak in person. 

Stage 1 - Frontline resolution

In the first instance complaints about education should be for the attention of the Head Teacher. 

The Head Teacher will aim to resolve your complaint. If it can't be resolved 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.

Stage 2 - Investigation

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

This is via East Lothian Council Customer Feedback Team feedback@eastlothian.gov.uk 

What will happen:

• You will receive an acknowledged receipt of your complaint within 3 working days

• Your complaint will be discussed with you to understand why you remain dissatisfied and what outcome you are looking for

• You will be given a full response to the complaint as soon as possible and within 20 working days

You will be informed if the 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.