Listening to You

listening to you

Comments and complaints

about schools and nurseries

A guide for parents and carers

about Services 1

What can’t I complain If other procedures or rights of appeal can help resolve your concerns, we will give you Complaints about? the relevant information and advice.

There are some things we can’t deal with through our complaints procedure. These Who can complain? about schools and include: Anyone can make a complaint. However, A routine first-time request for a service if you are making a complaint on behalf nurseries or action – for example raising a of a pupil, you must be the pupil’s legal concern about your child’s progress. guardian or a person authorised to

Raising a concern for the first time complain on his/her behalf. For example, about bullying – every school and a child’s grandparent who is not the legal nursery has policies on positive guardian needs authority from the child’s Introduction What can I complain about? behaviour which they follow in cases parent or guardian. This would normally of alleged bullying. mean agreement in writing from the parent South Ayrshire Council is committed to Education-related issues you can complain or guardian. providing a high-quality education service about include: Requests for compensation from to all children and young people in schools the Council – for example for lost or and nurseries. We recognise the delays in responding to your enquiries damaged property. importance of fostering positive relations and requests – for example, for Matters that are covered by a right with parents and carers and are keen to information about your child’s progress; of appeal. For example: promote good communication between failure to provide a service – for families, schools and nurseries. School exclusions example, where a child has a right and placing requests We welcome comments from parents and to school transport; Decisions on appeals against a pupil’s carers and want to know what you think, our standard of service – for example, exclusion from school or a refusal of whether positive or negative, about the your child’s right to be taught by a school placing request are made services we provide. qualified and competent staff; by the appropriate committee. Once If something goes wrong or you are the Committee has reached a Council policy – for example, you dissatisfied, we want to know about it. decision, you cannot believe a policy does not meet legal This leaflet describes our complaints use the complaints process to continue standards or national guidelines; your case. procedure and how to make a complaint regarding a school or nursery as part of treatment by or attitude of a member School exam results our listening to you complaints process. of staff; or Schools have a devolved authority to

Comments can be submitted in the same failure to follow proper procedure – offer examinations on the awarding way as complaints. We will acknowledge all for example, a failure to apply our own body’s behalf. In most cases, this will comments and feedback received. policies properly. be the Scottish Qualifications Authority. If you are dissatisfied with the result of Your complaint can involve more than one an exam, the school will refer it to the What is a complaint? Council service or be about someone awarding body. We regard a complaint as any expression working on our behalf. of dissatisfaction about our action or lack of action, or about the standard of service provided by us or on our behalf.

Educational Services 2 Educational Services 3 How do I complain? What happens when I have If our investigation will take longer than Getting help to make your 20 working days, we will tell you. We’ll You should complain in the first instance to complained? agree revised time limits with you and complaint the school or nursery concerned. You can keep you updated on progress. We will always tell you who is dealing with We understand that you may be unable, complain in person, by phone, by e-mail, your complaint. Our complaints procedure or reluctant, to make a complaint in writing or on-line through the Council’s has two stages: yourself. We accept complaints from website at: www.south- What if I’m still the representative of a person who is ayrshire.gov.uk/ listeningtoyou. Stage 1 – Frontline Resolution dissatisfied? dissatisfied with our service. We can take complaints from a friend, relative, or an It is easier for us to resolve complaints if We aim to resolve complaints as quickly After we have fully investigated, if you are as possible, so that’s why it’s best to raise advocate, if you have given them your you make them quickly and directly to the still dissatisfied with our decision or the way school or nursery concerned, so please any complaint directly with the school or consent to complain for you. we dealt with your complaint, you can ask discuss any issues with a teacher or nursery concerned. If something has clearly the Scottish Public Services Ombudsman You can find out about advocates in staff member. They will try to resolve any gone wrong, this could mean an on-the- (SPSO) to look at it. your area by contacting the Scottish problems on the spot. spot apology and explanation or immediate Independent Advocacy Alliance. action to resolve the problem. The SPSO cannot normally look at:

When complaining tell us: We will give you our decision at Stage 1 Scottish Independent Advocacy a complaint that has not been dealt with within five working days or fewer, unless Alliance your full name and contact details; through our complaints procedure; there are exceptional circumstances. Stage as much as you can about the 1 complaints will usually be dealt with by something that happened or you Tel: 0131 556 6443 complaint; a member of teaching staff or Deputy became aware of more than a year Fax: 0131 550 9819 Head Teacher. ago; or what has gone wrong; and Website: www.siaa.org.uk how you expect us to resolve the matter. If we can’t resolve your complaint at this a matter that has been or is being stage, we will tell you how we intend to deal considered in court.

with it. We are committed to making our service How long do I have to make You can contact the SPSO: easy to use for all members of the Stage 2 – Investigation community. In line with our statutory a complaint? In Person: equalities duties, we will always ensure that Stage 2 deals with two types of complaint: SPSO reasonable adjustments are made to help Normally, you must make your complaint those that have not been resolved at 4 Melville Street Edinburgh, EH3 7NS customers access and use our services. If within six months of: Stage 1; and those that are complex and you have trouble putting your complaint in require detailed investigation. Stage 2 By Post: writing, or want this information in another the event you want to complain investigations will normally be conducted SPSO language or format, such as large font, or about; or by the Head Teacher or another senior Freepost EH641, Edinburgh, EH3 0BR Braille, please let us know and we will help. finding out that you have a reason to member of staff. When using Stage 2 we will: Freephone: 0800 377 7330 complain, but no longer than

12 months after the event itself. acknowledge receipt of your complaint Website: www.spso.org.uk In exceptional circumstances, we may be within three working days; Mobile site: http://m.spso.org.uk able to accept a complaint after the time normally discuss your complaint with limit. If you feel the time limit should not you to understand why you remain apply to your complaint, please tell us why dissatisfied and what outcome you are when you advise us of your complaint. looking for; and give you a full response to the complaint as soon as possible and within 20 working days.

Educational Services 4 Educational Services 5 Getting In Touch Primary Schools

Please contact your school or nursery directly in the first instance, by phone, in person, Kincaidston Primary [email protected] 612492 in writing or by e-mail. Kingcase Primary [email protected] 473451

Kirkmichael Primary [email protected] 885805 Nursery Maidens Primary [email protected] 885806

Cherry Tree [email protected] 612037 Minishant Primary [email protected] 612144 Girvan [email protected] 716802 Monkton Primary [email protected] 473456 Tarbolton 541451 Muirhead Primary [email protected] 690033 Wallacetown [email protected] 612164 Newton Primary [email protected] 612174

Sacred Heart Primary [email protected] 716809 Primary Straiton Primary [email protected] 885808 Alloway Primary [email protected] 612490 Struthers Primary [email protected] 690073

Annbank Primary [email protected] 612493 Symington Primary [email protected] 690074 Ballantrae Primary [email protected] 716803 St Cuthbert’s Primary [email protected] 885807

Barassie Primary [email protected] 690072 St John’s Primary [email protected] 612711 Barr Primary [email protected] 716804 St Ninian’s Primary [email protected] 473457 St Patrick’s Primary [email protected] 690070 Barrhill Primary [email protected] 716805 Braehead Primary [email protected] 612713 Tarbolton Primary [email protected] 612152 Cairn Primary [email protected] 885802 Troon Primary [email protected] 690069

Colmonell Primary [email protected] 716806 Coylton Primary [email protected] 612491 Secondary Schools

Glenburn Primary [email protected] 473452 Special Schools Grammar Primary [email protected] 612489 Invergarven School [email protected] 01465 716808 Heathfield Primary [email protected] 612123 Southcraig Campus [email protected] 01292 612416 Holmston Primary [email protected] 612705

Educational Services 6 Educational Services 7