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West Lothian Council

SPSO (Scottish Public Services Ombudsman) Upheld Reference 201300548 Sector Local Government Category primary school Decided 01 October 2013

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School Estate Management Failures

Full decision

Summary

Mrs C complained that the council had not adequately investigated her complaint about how school and council staff dealt with her concerns about a meeting she attended to discuss the welfare of her son.

Our investigation found that the council had not clarified what her complaint was, and had not appointed an independent objective investigating officer. There was little evidence of how the council had investigated her concerns and they had not clearly signposted the stages of their complaints handling procedure.

Recommendations

We recommended that the council: apologise for not carrying out a reasonable investigation and for not following their complaints handling procedure.

Related reading

View Decision Report 201300548 as a PDF (12.13 KB) Updated: March 13, 2018

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