The General Teaching Council for Scotland

Enhancing professionalism in education since 1965

Complaints

If you are dissatisfied with any aspect of our service or work and wish to make a complaint, we would value the opportunity to address these issues and do our best to put it right.

You can also make a referral against a registered teacher if you have a serious concern about the conduct of that teacher - Making a referral about a teacher

Complaining about GTCS

Our aim is to make the process of making a complaint as easy as possible, and we have detailed the steps you should follow below. You will also find this information in our Complaints Leaflet:

About our Complaints Procedure

GTC Scotland is committed to maintaining a high standard of service in carrying out its functions. We welcome all feedback and take very seriously complaints about the standard of service or work we have provided. If you are dissatisfied with any aspect of our service or work, we would like to hear about it so that we can investigate your complaint and have the opportunity to put matters right. We will use your comments and feedback to improve our service.

How do I make a complaint?

Stage One

If you have already been dealing with a member of staff or department in the GTC Scotland office, start by contacting that person or department and putting the problem to them. If you do not know who to contact, Email customerservices@gtcs.org.uk as they will be happy to help you.

Often complaints can be resolved immediately and informally in this way. However, if the matter cannot be resolved, or if you are not satisfied with the response at this stage, this leads to Stage Two of our procedure.

Stage Two

You should complete our service complaints form - this is available at the foot of the page.

Your completed form will be passed to the Complaints Officer. The Complaints Officer will aim to acknowledge receipt of your completed form within three working days.

The Complaints Officer may investigate and respond to your complaint. If however he/she is unable to do so for any reason, he/she will be entitled to appoint another senior manager to do so. The Complaints Officer or other senior manager will aim to send you a full response within twenty working days. If this is not going to be possible, then he/she will write to let you know what is happening and when you should receive a full response.

What if I am not satisfied with the response from GTC Scotland?

If you are not satisfied with the final GTC Scotland response at Stage Two, you can request a review of your complaint by the Independent Reviewer. The final GTC Scotland response letter at Stage Two will include their contact details. You should contact the Independent Reviewer within one month of receiving the final GTC Scotland response at Stage Two.

The Independent Reviewer will aim to acknowledge your request for a review within three working days of receiving it.

The Independent Reviewer will aim to respond in full within forty working days, giving details of what has been done and the results of his/her enquiries. If for some reason this is not possible within this timescale, he/she will let you know what is happening and when you may expect to receive a full response.

The outcome of the review by the Independent Reviewer is final.

Matters outwith the Complaints Procedure

The following matters fall outwith the scope of GTC Scotland complaints procedure:

  • If you are a registered teacher or applicant for registration whose case is being considered or heard within the GTC Scotland panel process and you are unhappy with a related decision, this is subject to the appeals process as set out in our Rules and Appeals areas.
  • If you wish to submit a complaint against a registered teacher in relation to misconduct, visit the Fitness to Teach area of our website.

Is there a time limit that applies to complaints?

We want to hear about your concerns as soon as possible and where possible at least within one month of the issue or incident that you are unhappy with.

We do not consider or investigate a complaint which relates to matters which happened more than 12 months before the complaint is made.

Our commitment to you

We want to deal with those who use our service professionally, with respect and in line with the high standard of service we seek to maintain.

Your responsibility

We also expect you to treat our staff and the service we provide with respect. Our Unacceptable Behaviour and Actions Policy explains how we manage unacceptable behaviour against our staff. Read the Unacceptable Behaviour and Actions Policy.

View the Complaints Process - About our services.

Complaints Form
* Indicates required information
SECTION 1 - YOUR CONTACT DETAILS
SECTION 2 - ABOUT YOUR COMPLAINT

SECTION 3 - HANDLING OF YOUR COMPLAINT AT STAGE ONE OF THE COMPLAINTS PROCEDURE

Who dealt with your complaint at Stage One of the GTC Scotland complaints procedure?

SECTION 4 - WHAT WOULD HELP TO RESOLVE YOUR COMPLAINT