How to make a complaint

If we at Queensferry Community High School, are to improve the service that we deliver to pupils, parents and the community it is important that we hear and respond to any complaints or concerns that you have. Our Complaints Policy can be viewed on the Policies section of the school web site.

When making a complaint we would suggest that you initially contact your child's Guidance Teacher (Support for Pupils Leader) or a member of Senior Management.

There are 3 methods of making a complaint.

A       Verbally

You can telephone the school on 0131 319 3200 or call in at Reception, where you will be put in contact with the most appropriate member of Staff.

B       In writing

You can write directly to us by letter or us the ‘Contact us’ button at the top right hand side of the school web site home page.

C       Using a Compliments, Concerns & Suggestions form

These forms are available from Reception, or you can download it below.

Download

 

What we will do

We will get in touch with you within 1 working day.

We will then investigate your complaint and get back to you to discuss a resolution within 5 working days.

If the Investigation is going to take longer we will keep you informed by telephone and if this is not possible we will write to you.

You should then receive a questionnaire where you can comment on the Process.
What if you are not happy with the outcome?

If after making your complaint you still remain dissatisfied the next step is to contact the Children and Families department.

If you are still not satisfied the final step is to contact the Ombudsman

Contact Details

Queensferry Community High School

Ashburnham Road

South Queensferry

EH30 9JN

0131 319 3200

Contacting the Children and Families Department

The Advice and Conciliation Service provides a helpline during office hours to advise you on how to take your complaint further. You may be asked to put your complaint in writing:

Advice and Conciliation Service

The City of Edinburgh Council

Level 1/9 Waverly Court

4 east market Street

Edinburgh EH8 8BG

Tel: 0131 469 3233

Contacting the Ombudsman

Scottish Public Services Ombudsman

4 Melville Street
Edinburgh
EH3 7NS

0800 377 7330

http://www.spso.org.uk/