Skip To Main Content

Concern and Complaint Handling Procedure

George Watson’s College is committed to providing high-quality services.  It prides itself on close and supportive relationships with parents and always seeks to do the right thing for every child and for the school as a whole.

This procedure applies to the following:

  • Parents of current pupils in the Senior or Junior School
  • Users of paid-for GWC services including Galleon members, Swim School customers and Event Hire customers.

Members of the public raising Compliments, Concerns and Complaints can do so via the platforms noted below.  This feedback is welcomed and responded to outwith the parameters of this procedure.

If you wish to raise a concern or make a complaint you can do so via the following platforms:

Detail

Informal Resolution:

The majority of complaints are dealt with informally.  In the first instance, any user of our service is encouraged to make contact with the relevant member of staff.  Staff will normally acknowledge emails, letters or phone calls within two working days of  their receipt.  Staff will work to resolve the issue as quickly as possible and normally within five working days of acknowledgement.

Formal Resolution (Stage 1):

Formal Complaints will normally be concluded, and the outcome communicated to the Complainant, within 20 working days.

Formal Resolution (Stage 2 - Appeal):

The Principal  will either hear the appeal themself or appoint someone from the Watson’s Leadership Team to hear the appeal.  Appeals must be made in writing and within 10 working days of the outcome of Stage 1.

Should you require assistance with this process please contact the Complaint Reviewer by phone on 0131 446 6000 or by email info@gwc.org.uk.

Download the full Concern and Complaint Handling Procedure (PDF)