Tuesday 20 October: Complaint form offline

The supplier of our case management system has confirmed that they are experiencing a significant technical issue.

At present, we have no access to the case management system and we are currently unable to provide updates on existing cases.

We are planning on the basis that this could continue for a period of time including for the remainder of this week.

If you would like to check if your complaint is ready for the SPSO or enquire about making a new complaint, please complete our Complaint Checker.  

Please be assured we are doing all we can and will provide updates on our website. 

For an all service update: Service update | SPSO

Decision Report 201300548

  • Case ref:
    201300548
  • Date:
    October 2013
  • Body:
    West Lothian Council
  • Sector:
    Local Government
  • Outcome:
    Upheld, recommendations
  • Subject:
    primary school

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

Updated: March 13, 2018