Education: advice, complaints and suggestions

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.

A local answer (Stage 1)

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

Further action (Stage 2)

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 Advice and Conciliation Service:

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

The complaints procedure will be sent out on request.

Following an investigation by the Advice and Conciliation Service or 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. If you would like further information on making suggestions or complaints see the links below or contact the Advice and Conciliation Service.

Annual report 2009

View the Advice and Conciliation Service Annual Report 2009 (Word, 383kB).