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Feedback and Complaints
We are committed to maintaining a high standard of service when carrying out our functions. We welcome your feedback. We want to hear from you if we have done something well or if you have a suggestion for how we could do something better.
If you are dissatisfied with any aspect of our service or work we would also like to hear about it so that we can put it right.
You can also make a complaint against a registered teacher if you have a serious concern about the conduct of that teacher.
Making a complaint about GTC Scotland
We try to make the process of making a complaint easy. Follow the steps below. You can also find this information in our 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?
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 firstname.lastname@example.org 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.
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.
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.
Making a complaint against a teacher
Members of the public, including parents and pupils, can raise a complaint against a registered teacher if they have serious concerns about the conduct of that teacher.
In order to do this a Complaints Form must be completed and submitted detailing:
- The allegation(s) being made
- the information available to support the allegation(s)
- how it is believed that the allegation(s) impact upon the person's fitness to teach.
Note that the action that can be taken by GTC Scotland against a teacher has very serious consequences and it is only appropriate to submit a complaint where you have a genuine concern that a teacher is not fit to teach.
It is generally expected that a complaint will have been raised, in the first instance, with the school and/or local authority concerned.
Find out more about Making a complaint.
We care about what you think. Use this form to give us feedback of any aspect of our work or services: