Glossary of Terms

The SPSO uses specific terms to describe its work. Here is an explanation of the main terms. Further details to explain the possible outcomes of complaints can be found in the Statistics section.

• Enquiry
  
• Complaint
• Considering a complaint 
• Investigation
• Decision letters
• Draft report
• Final report
• Injustice or hardship
  
• Maladministration and service Failure
• Recommendation and redress
• Special report
• Complaints about our service