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Complaints and problems
If there is a problem - A local answer
At Armadale Academy we want you to be confident that your children are safe, enjoy school and are achieving at their highest possible level. We realise that sometimes things can go wrong, or seem to go wrong, so we need to know when you are not happy.
We also welcome comments when we get it right and you feel satisfied.
Your complaints / concerns are welcome as they may help us to improve our service.
We want you to feel part of the school, to help us with your child’s education and we want to make sure that your child and you are treated fairly.
Our promise to you
We will:
- put you and your child first and work with you to support your child’s education. This includes dealing with any complaints you may have.
- deal with your complaint quickly and fairly.
- tell you what is happening with your complaint and we will do everything we can to help you.
- treat the information you give us in confidence.
- explain our decision.
- use complaints to review and improve the way we provide services.
- ensure that if your complaint relates to your child’s education your child will not be affected if you make a complaint.
- publish information on the kinds of complaints we receive, to let you know how we have dealt with them.
In person:- arrange an appointment with the appropriate member of staff
By phone:- 01501 730601 Office hours 08.00 – 15.45
By letter:- Graham Johnstone
West Main Street
Armadale
EH48 3LY
By E-mail: armadale.ac@wled.org.uk
If you prefer you can ask a friend or relative to speak or write to us for you.
Making a complaint
We will try to resolve your complaint when you first make contact with us.
When you call
The school receptionist will log your call and take a note of the main area of your complaint. She will then tell you which member of staff will either clarify matters for you there and then or investigate the issues you raise and get back to you within an agreed time-scale.
Please stay calm
Try to stay calm and polite however angry or upset you may feel. You are more likely to explain your complaint clearly if you stay calm.
Our staff will do their best to settle your complaint without you needing to do anything else.
If we cannot resolve matters for you straightaway please make an appointment to meet with your child’s Head of House.
Putting your complaint in writing
If we cannot resolve the issue immediately to your satisfaction, it would be helpful at that point to put your complaint in writing. You can do this by filling in a complaint form. The complaints form can be downloaded by clicking here. Alternatively, complaints forms are available at reception.
A member of staff will be happy to assist if you need help in writing out your complaint or filling in the form. If you prefer, a friend or relative can fill in the form for you.
The Headteacher will write to you within three working days to let you know we have received your complaint and if necessary to arrange an appointment with you.
Arranging an appointment
Should you feel at this point that a face-to-face meeting is necessary please contact the school and arrange an appointment with a member of the school’s management team. If you feel you need support during such a meeting you are welcome to bring along a relation or friend. Please inform the school if this is you intention.
At this meeting we will:
- Reassure you that your complaint is being taken seriously
- Investigate your complaint
- Take any necessary action
- Make sure you receive a written reply within three working days
If your complaint needs more investigation and we cannot sort out the problem within three working days, we will contact you to keep you up to date with progress.
You still feel unhappy?
If you are still unhappy with the results of our investigations or if your complaint is about the Head Teacher, then you can ask West Lothian Education Services Customer Care Unit to review your complaint.
A Customer Care booklet outlining the complaints policy and procedures for Education and Cultural Services is available from the school, Council Information Offices, Local Libraries, West Lothian House and Lindsay House.
Contact:-
West Lothian Council
Education and Cultural Services
Customer Care Unit
Lindsay House
South Bridge Street
Bathgate
EH48 ITS
Is there anyone else that can help?
If your complaint is complex and you feel you are not getting the issues resolved you can contact an independent person or organisation, for example:
Your local councillor
Your MSP or MP
A solicitor
Citizen’s Advice Bureau
If you continue to feel your case has not been properly handled you can submit a complaint to the Local Government Ombudsman.
Local Authority Ombudsman
4 Melville Street
Edinburgh
EH3 7NS
Tel: 0131 225 5300
Fax: 0870 011 5379
The complaints form is also available in the documentation section .