Complaints, Comments and Suggestions Procedure
We are keen that you should be completely satisfied about your child’s education and we encourage feedback from parents and pupils. We are, therefore, interested in feedback of all kinds, whether it be compliments, suggestions or complaints. If you have a complaint about the school, please let us know. It is better that these things are shared openly and resolved fairly rather than being allowed to damage the relationship between the family and the school. There will be no negative consequences arising from making a complaint and we will deal with the issue as confidentially as possible. If we have made a mistake we will apologise quickly and clearly and try to put things right.
There are some things which you should take note of in relation to making a complaint:
- Please make any complaints initially to the Head Teacher. This makes sure that the school knows what is going on and has an opportunity to respond and resolve the issue.
- If you are unhappy with the service or with our response then you will have the right to take the matter further. You can put your complaint in writing or fill in a complaint form. Completed forms should be sent to: Director of Education and Children’s Services, Comhairle nan Eilean Siar, Sandwick Road, Stornoway, Isle of Lewis, HS1 2BW.
- If you are still unhappy after further investigation and reply you can take the matter up with the Scottish Public Services Ombudsman. The reply will include the contact details.
We communicate with parents in many different ways: we hold parents’ evenings and information evenings (as per the school calendar) use GroupCall and send out termly newsletters; we also have regular contributions to the local newspapers. Parent Council meetings are held twice a term. Success assemblies and worship assemblies are held termly. We also send out letters for specific events to which parents are invited. Currently we are updating our website and welcome any suggestions you may have for improvement. We welcome communication and regularly phone parents and encourage them to e-mail and to phone us with any enquires or concerns.
Should you have any concerns then please let us know as quickly as possible. The contact number and email address are at the front of this handbook.
Parents should be aware that most communications between school and home will be done by email. It is important therefore, that you notify us of any change in your email address.
An email is usually sent to parents to advise of any letters that are being distributed by pupil post; these letters will usually be more important in nature.