{"id":1753,"date":"2025-12-01T10:45:59","date_gmt":"2025-12-01T10:45:59","guid":{"rendered":"https:\/\/blogs.glowscotland.org.uk\/na\/greenwoodac\/?page_id=1753"},"modified":"2025-12-01T10:57:39","modified_gmt":"2025-12-01T10:57:39","slug":"make-a-complaint","status":"publish","type":"page","link":"https:\/\/blogs.glowscotland.org.uk\/na\/greenwoodac\/contact-us\/make-a-complaint\/","title":{"rendered":"Make a complaint"},"content":{"rendered":"<div class=\"x_elementToProof\" data-ogsc=\"rgb(23, 78, 134)\"><span data-ogsc=\"\" data-olk-copy-source=\"MessageBody\">You have the right to make a complaint if you are unhappy with support or level of service provided by Greenwood Academy.\u00a0 In the first instance please contact Mrs Hegarty, the Head Teacher, to discuss your concerns.\u00a0 Often a solution can be found just by talking through concerns.\u00a0 Mrs Hegarty can be contacted via email &#8211; greenwood@ea.n-ayrshire.sch.uk<\/span><\/div>\n<div data-ogsc=\"rgb(23, 78, 134)\"><\/div>\n<div class=\"x_elementToProof\" data-ogsc=\"rgb(23, 78, 134)\"><span data-ogsc=\"\">If you remain unsatisfied with the outcome following a conversation with Mrs Hegarty then you have the right to complain via North Ayrshire Council &#8211;\u00a0<\/span><\/div>\n<div data-ogsc=\"rgb(23, 78, 134)\"><\/div>\n<div class=\"x_elementToProof\" data-ogsc=\"rgb(23, 78, 134)\"><span data-ogsc=\"\">Make a complaint via NAC<\/span><\/div>\n<div class=\"x_elementToProof\" data-ogsc=\"rgb(23, 78, 134)\">The council aims to deliver the best products and services to its residents and visitors. We know problems can sometimes occur. If something goes wrong, it is important we know so we can fix the issue and identify any improvements.<\/div>\n<div data-ogsc=\"rgb(23, 78, 134)\"><\/div>\n<div class=\"x_elementToProof\" data-ogsc=\"rgb(23, 78, 134)\">The council defines a complaint as being an expression of dissatisfaction from a member of the public about:<\/div>\n<ul>\n<li data-ogsc=\"rgb(23, 78, 134)\">our actions, or lack of actions, in relation to our responsibilities and activities<\/li>\n<li data-ogsc=\"rgb(23, 78, 134)\">the standard of service provided, or the standard of a third party service provided, on our behalf<\/li>\n<\/ul>\n<div class=\"x_elementToProof\" data-ogsc=\"rgb(23, 78, 134)\"><span data-ogsc=\"\">Complaint procedure<\/span><\/div>\n<div class=\"x_elementToProof\" data-ogsc=\"rgb(23, 78, 134)\">We have a two stage complaint procedure.<\/div>\n<div class=\"x_elementToProof\" data-ogsc=\"rgb(23, 78, 134)\"><span data-ogsc=\"\">Stage One<\/span><\/div>\n<div class=\"x_elementToProof\" data-ogsc=\"rgb(23, 78, 134)\">We will always try to action your complaint quickly and within five working days if we can. If you are unhappy with our response, you can ask us to consider your complaint at Stage Two.<\/div>\n<div class=\"x_elementToProof\" data-ogsc=\"rgb(23, 78, 134)\"><span data-ogsc=\"\">Stage Two<\/span><\/div>\n<div class=\"x_elementToProof\" data-ogsc=\"rgb(23, 78, 134)\">We will look at your complaint at this stage if:<\/div>\n<ul>\n<li data-ogsc=\"rgb(23, 78, 134)\">you are unhappy with our response at Stage One<\/li>\n<li data-ogsc=\"rgb(23, 78, 134)\">you refuse to engage with us at Stage One<\/li>\n<li data-ogsc=\"rgb(23, 78, 134)\">the complaint is complex and requires detailed investigation<\/li>\n<\/ul>\n<div class=\"x_elementToProof\" data-ogsc=\"rgb(23, 78, 134)\">We will acknowledge your complaint at Stage Two and provide our decision in writing within 20 working days (unless there is a good reason for needing more time).<\/div>\n<div data-ogsc=\"rgb(23, 78, 134)\"><\/div>\n<div class=\"x_elementToProof\" data-ogsc=\"rgb(23, 78, 134)\"><span data-ogsc=\"\">The Scottish Public Services Ombudsman<\/span><\/div>\n<div class=\"x_elementToProof\" data-ogsc=\"rgb(23, 78, 134)\">If, after receiving a Stage Two complaint response letter from us you are unhappy with the decision or the way your complaint has been handled, ask the\u00a0<u data-ogsc=\"\"><a id=\"OWAd3595efe-867f-c975-f661-d7c41954da21\" class=\"x_link-focus-standard x_OWAAutoLink\" title=\"https:\/\/www.spso.org.uk\/\" href=\"https:\/\/www.spso.org.uk\/\" target=\"_blank\" rel=\"noopener noreferrer\" data-auth=\"NotApplicable\" data-linkindex=\"0\" data-ogsc=\"rgb(23, 78, 134)\">Scottish Public Services Ombudsman<\/a><\/u>\u00a0to consider it.<\/div>\n<div data-ogsc=\"rgb(23, 78, 134)\"><\/div>\n<div class=\"x_elementToProof\" data-ogsc=\"rgb(23, 78, 134)\">Details on how to refer your complaint will be contained in the letter.<\/div>\n<div data-ogsc=\"rgb(23, 78, 134)\"><\/div>\n<div class=\"x_elementToProof\" data-ogsc=\"rgb(23, 78, 134)\">Our\u00a0<u data-ogsc=\"\"><a id=\"OWAa2a3d13c-f512-d231-e143-6ef40567315e\" class=\"x_para-link x_link-focus-standard x_OWAAutoLink\" title=\"https:\/\/www.north-ayrshire.gov.uk\/Document-library\/complaints-leaflet.pdf\" href=\"https:\/\/www.north-ayrshire.gov.uk\/Document-library\/complaints-leaflet.pdf\" target=\"_blank\" rel=\"noopener noreferrer\" data-auth=\"NotApplicable\" data-linkindex=\"1\" data-ogsc=\"rgb(23, 78, 134)\">Complaints Handling Procedure \u2013 Customer Guidancedocument<\/a><\/u>\u00a0provides information on the procedure, timescales and next steps.<\/div>\n<div data-ogsc=\"rgb(23, 78, 134)\"><\/div>\n<div class=\"x_elementToProof\" data-ogsc=\"rgb(23, 78, 134)\"><span data-ogsc=\"\">You can complain about<\/span><\/div>\n<ul>\n<li data-ogsc=\"rgb(23, 78, 134)\">products and services provided that were not to an appropriate standard (for example, a window not being fitted correctly, poor quality street cleaning, unsatisfactory grass cutting or unsatisfactory housing repairs)<\/li>\n<li data-ogsc=\"rgb(23, 78, 134)\">a request for a service or a reply to a query that was not responded to or actioned within the agreed timescale<\/li>\n<li data-ogsc=\"rgb(23, 78, 134)\">treatment by, or attitude of, one of our employees towards you<\/li>\n<li data-ogsc=\"rgb(23, 78, 134)\">missed appointments, meetings or call outs<\/li>\n<li data-ogsc=\"rgb(23, 78, 134)\">matters that relate to our policies (but only where the complaint relates specifically to the way the matter was administered)<\/li>\n<\/ul>\n<div class=\"x_elementToProof\" data-ogsc=\"rgb(23, 78, 134)\"><span data-ogsc=\"\">Logging a complaint<\/span><\/div>\n<div data-ogsc=\"rgb(23, 78, 134)\"><\/div>\n<div class=\"x_elementToProof\" data-ogsc=\"rgb(23, 78, 134)\">If you have read the above and believe you have a genuine complaint, please\u00a0<u data-ogsc=\"\"><a id=\"OWAe0a285da-c4f9-5fbf-0cdb-cbd787d86d37\" class=\"x_link-focus-standard x_OWAAutoLink\" title=\"https:\/\/www.north-ayrshire.gov.uk\/council-voting-elections\/complaints-and-feedback\/complaint-review\" href=\"https:\/\/www.north-ayrshire.gov.uk\/council-voting-elections\/complaints-and-feedback\/complaint-review\" target=\"_blank\" rel=\"noopener noreferrer\" data-auth=\"NotApplicable\" data-linkindex=\"2\" data-ogsc=\"rgb(23, 78, 134)\">confirm your complaint<\/a><\/u>.<\/div>\n","protected":false},"excerpt":{"rendered":"<p>You have the right to make a complaint if you are unhappy with support or level of service provided by Greenwood Academy.\u00a0 In the first instance please contact Mrs Hegarty, the Head Teacher, to discuss your concerns.\u00a0 Often a solution can be found just by talking through concerns.\u00a0 Mrs Hegarty can be contacted via email &hellip; <a href=\"https:\/\/blogs.glowscotland.org.uk\/na\/greenwoodac\/contact-us\/make-a-complaint\/\" class=\"more-link\">Continue reading <span class=\"screen-reader-text\">Make a complaint<\/span> <span class=\"meta-nav\">&rarr;<\/span><\/a><\/p>\n","protected":false},"author":29636,"featured_media":0,"parent":1759,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"footnotes":""},"class_list":["post-1753","page","type-page","status-publish","hentry"],"_links":{"self":[{"href":"https:\/\/blogs.glowscotland.org.uk\/na\/greenwoodac\/wp-json\/wp\/v2\/pages\/1753","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/blogs.glowscotland.org.uk\/na\/greenwoodac\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/blogs.glowscotland.org.uk\/na\/greenwoodac\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/blogs.glowscotland.org.uk\/na\/greenwoodac\/wp-json\/wp\/v2\/users\/29636"}],"replies":[{"embeddable":true,"href":"https:\/\/blogs.glowscotland.org.uk\/na\/greenwoodac\/wp-json\/wp\/v2\/comments?post=1753"}],"version-history":[{"count":1,"href":"https:\/\/blogs.glowscotland.org.uk\/na\/greenwoodac\/wp-json\/wp\/v2\/pages\/1753\/revisions"}],"predecessor-version":[{"id":1754,"href":"https:\/\/blogs.glowscotland.org.uk\/na\/greenwoodac\/wp-json\/wp\/v2\/pages\/1753\/revisions\/1754"}],"up":[{"embeddable":true,"href":"https:\/\/blogs.glowscotland.org.uk\/na\/greenwoodac\/wp-json\/wp\/v2\/pages\/1759"}],"wp:attachment":[{"href":"https:\/\/blogs.glowscotland.org.uk\/na\/greenwoodac\/wp-json\/wp\/v2\/media?parent=1753"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}