Education: Advice, Complaints and Conciliation

Most users of the Children and Families Education Service are very satisfied with the comprehensive range of quality services provided to individual pupils, parents and other members of the community. However, when problems arise, most are dealt with in school, in community learning and development centres or in sections of the Children and Families Department like Grants, Awards and Placements, Transport or Free Meals.

Early resolution

Please telephone, email or write to the school, community learning and development centre or department team concerned FIRST - you can also use the Education Advice Helpline 0131 469 3233. Your complaint will be taken seriously.

Further action (Stage 1)

If your complaint has not been resolved locally to your satisfaction, you can ask for advice or make a complaint to the Children and Families Department's Education Advice and Conciliation Service:

• you can put the complaint in writing, or email
  
• you can ask for a meeting at the Council Headquarters to discuss the matters which are causing concern.

Following an investigation by the Advice and Conciliation Manager or other nominated Manager, a full reply will be sent telling you

• the outcome of the investigation
• the conclusions drawn
• the reasons behind the conclusions
• any action taken or proposed
• any further action you may take.

The Children and Families Education Service learns from complaints and, where complaints are upheld or partially upheld, takes appropriate action to adjust services.