Concern and Complaint Handling Procedure
At George Watson’s College we are committed to providing high quality learning and high standards of service and we want to know if we have fallen below your expectations.
If you wish to raise a concern or make a complaint you can do so via the following platforms:
- In person
- Phone - 0131 446 6000
- Email - email@example.com
- Online form
- by letter addressed to the Complaint Reviewer at the School.
We have a three-stage Concern and Complaint Handling Procedure. We will always try to resolve your complaint quickly, however, if it is clear that the matter will need a detailed investigation, we will tell you and keep you updated on progress.
Stage 1: Investigation
We will always try to resolve your complaint quickly, within 20 term-time days of acknowledgement if we can. If you are dissatisfied with our response, you can ask us to consider your complaint at Stage 2.
Stage 2: Further Investigation
We will look at your complaint at this stage if you are dissatisfied with our response at Stage 1.
We will acknowledge the escalation of your complaint within three term-time days.
We will give you our decision as soon as possible. This will be after no more than 20 term-time days after acknowledgement, unless there is clearly a good reason for needing more time.
Stage 3: Appeal
If, after receiving our final decision on your complaint, you remain dissatisfied with our decision or the way we have handled your complaint, you can make an appeal.
Should you require assistance with this process please contact the Complaint Reviewer by phone on 0131 446 6000 or by email firstname.lastname@example.org.