What to do if you have a concern

Stage 1

What should I do first?
You should contact us as soon as possible to tell us about your concern. It is always best to tell us your concerns immediately, but please remember that we may not be able to meet you right away. We can normally arrange for a meeting to be held within two working days.

Where and when will the meeting be held?
The meeting will be held at the school, at a time that suits both you and us.

Who will attend the meeting?
You will usually meet with:

• your child's class or guidance teacher
• a senior member of staff
• or both.

You can bring one person to the meeting with you or get support from the Parents' Advocacy Service.

What will happen at the meeting?
We will try to make sure that the meeting is held in a calm and civil way, in line with East Lothian Schools Code of Good Practice (see the link on the right). Sometimes we may have to rearrange the meeting in order to do this.

We will listen to your concerns and treat you fairly. We will then work with you towards finding a solution which everyone agrees with.

We can settle most matters at this stage, but if we don't you can go to stage 2.

Stage 2

What happens next if I still have a concern?
We will ask you to come to a further meeting in school with: 

• the Head Teacher
• a senior member of staff
• or both.

We will do everything reasonably possible to reach a solution which everyone agrees with. We will keep a note of this meeting and give you a copy.

If you are still not satisfied, you can go through stage 2 again. If this fails to settle the matter, you can go on to stage 3.

Stage 3

What happens if I am still not happy?
You can take your concern to:

The Department of Education and Children's Services
John Muir House
Haddington
EH41 3HA.
Phone: 01620 827631
Fax: 01620 827291

You can do this in writing or by phone. If you phone, give the receptionist brief details of your concern and they will put lit you through to the appropriate section.

What will the Department of Education and Children's Services do?
They will offer to set up a mediation meeting for you and us. At the meeting, someone from the Department will act as a 'mediator' to help us find a solution.

If you are still not satisfied, you can go through stage 3 again. If this fails to settle the matter, you can go on to stage 4.

Stage 4

What happens next?
You should send a letter of complaint to the Director of Education and Children's Services at John Muir House. The Director will acknowledge your letter within five working days and then investigate the matter. The Director will write to you with his decision, usually within 28 days. Listed below are a few of the actions that may need to be taken.

• Your child may be offered support and counselling.
• You may be offered support and counselling. 
• School staff may be offered support and counselling.

Further action may need to be considered for pupils, staff and parents.

Or, if the Director thinks that your complaint is not reasonable, no further action will be taken. The Director's decision is usually final.

We will do everything possible to solve the matter before you reach stage 4.

Do you need support?
If you would like someone independent to come along with you, phone the Parents' Advocacy Service on 0131 653 4525 / 4526

Parent advocates will: 

• offer advice and information
• speak for you.

What is mediation?
If you cannot solve the matter with your child's school, a representative from the Department of Education and Children's Services will get involved to try to find a solution.

The council representative will encourage you and the school to: 

• listen to each other
• explain your feelings without blaming or name-calling
• find a solution which everyone is comfortable with.

The representative may:

• give advice
• give support
• gather more information and advice
• offer ideas to help you and the school find a solution

 The representative will not:

• take sides
• act as judge and jury
• make decisions