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.

You can make your complaint in person, by phone, by email or by writing a letter or by completing our online form .

We have a four-stage Complaint Handling Procedure. We will always try to resolve your complaint quickly. But if it is clear that the matter will need a detailed investigation, we will tell you and keep you updated on our progress.

Stage 1: Investigation

We will always try to resolve your complaint quickly, within 10 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 also look at some complaints immediately at this stage, if it is clear that they are complex.

We will acknowledge your complaint within three term-time days.

We will give you our decision as soon as possible. This will be after no more than 10 term-time days after acknowledgement, unless there is clearly a good reason for needing more time.

Stage 3: Review of Investigation

We will look to see if there is further investigation required at this stage, if you are dissatisfied with our response at Stage 2.

We will acknowledge your complaint within three term time days. You may not be required to attend a meeting at this stage of the process.

We will give you our decision as soon as possible but it will be no more than 15 term-time days from acknowledgement, unless there is clearly a good reason for needing more time.

Stage 4: 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 complaint@gwc.org.uk.

Download the full Complaint Handling Procedure (PDF)