Overview
The complainant, Ms C, raised a number of concerns about the Head Teacher (Head Teacher 1) of the primary school (the School) her daughter (Ms A) attended up to 20 December 2005. These regarded the manner in which Head Teacher 1 dealt with her complaint and her alleged failure in the duty of care the School had demonstrated towards Ms A. Ms C also raised concerns about Glasgow City Council, (the Council) in that they had not adequately followed their complaints procedures after Ms C and her partner (Mr B) complained to them about their dissatisfaction with the outcome and manner the School dealt with their complaint.
Specific complaints and conclusions
The complaints which have been investigated are that:
(a) Head Teacher 1, when Ms A was a pupil at the School, had not dealt adequately with Ms C's complaint that the School had failed in their duty of care towards her daughter (not upheld); and
(b) the Council failed to follow satisfactorily their complaints procedure after Ms C complained to them about the way her complaint was handled by the School (not upheld).
Redress and recommendations
The Ombudsman recommends that the Council:
(i) take action to ensure that, during the course of a formal complaints investigation, statements made as part of the investigation are dated and include, wherever possible, dates of the events recounted within the statements;
(ii) that written records which form part of an investigation are retained for an agreed period of time; and
(iii) give consideration to the inclusion of this within the procedures outlined in the relevant section of the School's Pastoral Care Policy.
The Council have accepted the recommendations and will act on them accordingly.