Making a Complaint

At James Young High School, we consider that having an accessible complaints procedure is an essential part of providing a high quality of service to our pupils and the community.

Although we aim to provide the highest standards of education and support and professional advice from within the school, we realise that sometimes people can be dissatisfied with our service and will wish to let us know of their concerns.

We consider complaints to be an important source of information for improving our service for the future. We therefore welcome complaints and we will use the information to review and improve our school.

On receiving a complaint, we will

• Deal with matters quickly and fairly.
• Ensure that you are kept fully informed about how we are dealing with your complaint.
• Handle your complaint confidentially and only give people the information that is needed to carry out proper enquiries and make a response.
• Ensure that we explain the outcomes clearly to you.
• Make sure that you and your child are not disadvantaged if you make a complaint

Making a complaint

Most complaints can be resolved informally by discussion with staff at the school. If you think that this is the case, please contact the appropriate member of staff by telephoning 01506 280 500. Alternatively, our Head Teacher is available on phone or by e-mail or by appointment to listen to any concerns and find a positive way forward for you and your family.  Miss Gallagher is happy to be contacted directly for such matters and welcomes the opportunity to discuss concerns with any parent/carer or member of the community if required.  Contact details are as follows:

Tricia Gallagher
Head Teacher
The James Young High School
Quentin Rise
Livingston
EH54 6NE

By email to: wlthejamesyoung-hs@westlothian.org.uk or patricia.gallagher@westlothian.org.uk

If you wish to make a complaint but would find it difficult to do so, please contact the school office and help will be provided.

We aim to acknowledge your complaint on the day of receipt and to respond within 5 working days. If we are unable to respond within that timescale we will let you know the reason for the delay and when a full response may be expected.

Please don't be concerned about making a complaint, it will be taken seriously and a solution will be found quickly working in partnership with you, our parents and carers.