Complaints Policy

At St Brendan’s Primary we are committed to providing a quality service and achieving the highest standards of conduct. One of the ways in which we can continue to improve our service is by listening and responding to the views of the school community and public.

Managing unacceptable behaviour by complainants.

we understand that circumstances leading to a complaint may result in the complainant presenting to the school as angry and upset.  However , we also recognise that the actions of the complainants who are angry, demanding or persistent may result in unreasonable demands on time and resources or unacceptable behaviour towards staff.  We will, therefore, apply the council’s policies and procedures to protect staff from unacceptable behaviour from complainants, such as unreasonable persistence, threats or offensive behaviour.

Complaint Procedures

Making a Complaint

To make a complaint please contact the Head Teacher,  Mrs Maureen Nugent , in any of the following ways:

  • Visit the school
  • Telephone 0141 952  1222
  • Email headteacher@st-brendans-
  • Write to the Head Teacher at  St Brendan’s  Primary School,  200 Hawick Street , Glasgow, G13 4HG

See Appendix 1 for a copy of our complaint/comment form.

Procedures in Response to a Complaint to the School

A: Frontline Resolution (School) 

In the case of an issue which is straightforward and easily resolved, requiring little or no investigation the school will:

  • Acknowledge receipt of and respond to your complaint within 5 working days.
  • Respond in the right way – for example, with an explanation, or an apology where we have got things wrong.
  • Provide information about next steps to follow if you are still unsatisfied.

B: Investigation (School)

For issues that have not been resolved through Route A, or are more complex, serious or high risk the school will:

  • Acknowledge receipt of your complaint within 5 working days.
  • Respond to you in writing within 20 days after a full investigation into the complaint has been conducted by a member of the senior management team.
  • Offer you an opportunity to meet with a member of the senior management team to discuss the outcomes of the investigation in person.
  • Be effective in providing suitable solutions.
  • Use information gathered to improve our service.
  • Forward a copy of the school’s written response about the complaint to the Education Services Customer Liaison Unit – in accordance with council guidelines.
  • Ensure you and your child does not suffer discrimination as a result of your complaint.
  • Provide information about next steps to follow if you are still unsatisfied.


Stage 2 (Local Authority) 

If you are still unhappy with the response of Education Services then the Customer Liaison Unit can consider your case.

The Customer Liaison Unit can be contacted by:

  • Telephone 0141 287 3655/4688
  • Email
  • Write to the Customer Liaison Unit, Education Services, 40 John Street, Glasgow G1 1JL.

(Scottish Public Service Ombudsman)

If you are still unhappy about the outcome of your complaint, you have the right to have the matter considered by the Scottish Public Service Ombudsman who can be contacted by:

  • Telephone 0870 011 5378
  • Visit website
  • Write to the Public Service Ombudsman, 4 Melville Street, Edinburgh EH3 7NS
  • You usually need to do this within 12 months of first experiencing the problem about which you are complaining.

St Brendan’s School Appendix 1

Complaint/Comment Form

If you have a concern which you would like to raise with the school, please complete page 1 of this form and forward a copy to – Head Teacher,  St Brendan’s  Primary School,  200 Hawick street  Yoker , Glasgow, G13 4HG

Alternately, please contact the Head Teacher by phone on 0141 952 4449 or email

Contact details are optional if you wish to remain anonymous.

Name: _______________________________________ Date: ____________________

Email: _______________________________________ Phone: ___________________

Address: __________________________________________________________

Relationship to the school: _________________________________________________

Nature of complaint

Download our full complaints documents:

St Brendan Complaints Procedures


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