At St Brendan\u2019s\u00a0Primary 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.<\/p>\n
Managing unacceptable behaviour by complainants.<\/span><\/strong><\/p>\n we understand that circumstances leading to a complaint may result in the complainant presenting to the school as angry and upset.\u00a0 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.\u00a0 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.<\/span><\/span><\/span><\/p>\n Child Friendly Complaints \u00a0<\/strong><\/span><\/p>\n In July 2024, the United Nation Convention on the Rights of Children (UNCRC) (Incorporation)(Scotland) Act 2024 made Scotland the first country in the UK, to directly incorporate the UNCRC into domestic law. This Act ensures that children\u2019s rights are central to policy and decision-making, and that their needs are met by public service complaints procedures in Scotland.<\/p>\n Therefore, the views of children and young people should, where appropriate, be sought when a complaint is made about them or affects them. More information is provided in section 7.<\/p>\n Making a Complaint<\/b><\/p>\n To make a complaint please contact the Head Teacher,\u00a0 Miss Michelle McShane , in any of the following ways:<\/p>\n See our complaint\/comment template at the bottom of this page.<\/p>\n Procedures in Response to a Complaint to the School<\/b><\/p>\n Stage 1 School<\/strong><\/span><\/p>\n Frontline Resolution (School)\u00a0<\/strong><\/span><\/p>\n In the case of an issue which is straightforward and easily resolved, requiring little or no investigation the school will:<\/p>\n <\/p>\n Stage 2 Local Authority<\/span><\/strong><\/p>\n A complaint must be escalated to a stage 2 investigation when:<\/p>\n If the complaint requires investigation (Stage 2)the Executive Director of Education will appoint an Investigating Officer, it will usually, but not always be the link officer for the school. The appropriate head of service will respond to the complaint within the necessary timescales.<\/p>\n All complaints requiring investigation will be referred to the Customer Care Team at Education, Customer Services who will record them on the complaints record system and forward to appropriate officer for investigation. These complaints will be acknowledged by the Customer Care Team within three working days and the investigating officer must respond within 20 working days.\u00a0 A Stage 2 letter will be signed by the appropriate Head of Service.<\/p>\n Education.CustomerServices@glasgow.gov.uk<\/a><\/p>\n If, after investigation, the complainant remains dissatisfied with the response, they can refer their complaint to the Scottish Public Services Ombudsman. They will be advised of this as part of the response to the investigation stage.<\/p>\n Adhering to the specified response times for a complaint is important to conclude a complaint satisfactorily and to avoid unnecessary referrals to the Scottish Public Services Ombudsman. However, complaints are often received close to extended school breaks, often making it difficult to respond within 5\/20 days. In this situation, the Education Customer Complaints Team within Corporate Services will contact the complainant to advise that it may not be possible to conclude their complaint within specified timescales and will seek agreement from the complainant to have the time extended. However, an extension to response times is not automatic in this situation and the complainant may refuse and still refer their complaint to the Scottish Public Services Ombudsman.<\/p>\n <\/p>\n (Scottish Public Service Ombudsman)<\/p>\n 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:<\/p>\n <\/p>\n <\/p>\n St Brendan\u2019s <\/b>School Complaint\/Comment Template<\/b><\/p>\n 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,\u00a0 St Brendan\u2019s\u00a0 Primary School,\u00a0 200 Hawick street\u00a0 Yoker , Glasgow, G13 4HG<\/p>\n Alternately, please contact the Head Teacher by phone on 0141 952 1222 or email headteacher@st-brendans-pri.glasgow.sch.uk<\/p>\n Contact details are optional if you wish to remain anonymous.<\/p>\n Name: _______________________________________ Date: ____________________<\/p>\n Email: _______________________________________ Phone: ___________________<\/p>\n Address: __________________________________________________________<\/p>\n Relationship to the school: _________________________________________________<\/p>\n Nature of complaint<\/p>\n <\/p>\n <\/p>\n","protected":false},"excerpt":{"rendered":" At St Brendan\u2019s\u00a0Primary 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 … Continue reading Complaints<\/span> Complaint Procedures<\/b><\/h1>\n
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