Complaints Procedure

If you have a complaint about any aspect of the service provided, you may contact St. Mary’s RC Primary School in the following ways: 

In person – by calling at our office at the entrance of the school. 

By telephone – contact Head Teacher,  St. Mary’s RC Primary School, Polbeth (telephone 01506 871520).  

By email – Mrs Siobhan Kellock, Head Teacher, St. Mary’s RC Primary School, Polbeth at

In writing-  to St. Mary’s RC Primary School, Polbeth.


To ensure that your complaint is properly dealt with, we will log it on our complaints database.

Please ensure you include: 

  • Your name and contact details. 
  • Copies of any correspondence. 
  • The names of the persons involved.  
  • Details and dates of the complaint itself.


We value customer feedback as it helps us to improve our service.  We will deal with your complaint with courtesy, impartiality and fairness.  If you complain in person or by telephone we will discuss your complaint with you at the time it is received.  Your complaint will be dealt with by a staff member appropriate to the matter. We aim to acknowledge all complaints within 1 working day of receipt.

This will involve: 

  • Contacting you to inform you that we have received your complaint and are dealing with it. 
  • Informing you of the action we have taken or propose to take. 
  • Arranging to discuss the matter with you; in which case after the discussion we will confirm with you the outcome of these discussions and any action we propose to take.

Following the investigation of the complaint a full response will be sent as quickly as possible. It will explain the outcome, the reasons for it, any action to be taken or proposed, and any further action the complainant may take.  We aim to resolve, where possible, the majority of all complaints within 5 working days. If in exceptional circumstances we cannot resolve your complaint within 5 working days, we will keep you fully informed until your complaint has been dealt with. We are committed to continual improvement and we will whenever possible change our procedures to improve service delivery.


If after receiving the details of the action we propose to take you are not satisfied with the way that we have handled your complaint you should contact:

Customer Care,  Education & Cultural Services, West Lothian Civic Centre,  Howden Road South,  Livingston EH54 6FF.



If you are dissatisfied with the outcome of your complaint to Education Customer Care, you can write to the Council’s Chief Executive, who will look at the outcome and decide if more action is needed.

You can contact the Chief Executive at: West Lothian Civic Centre, Howden Road South, Livingston EH54 6FF.

Freephone: 0800 328 5143


For further advice please refer to the Comments and Complaints Procedure for Education:

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