Our Service Standards

1 Accessibility – meeting your needs

We aim to be accessible to everyone.  We can provide information about our service in different formats and languages.  Our office is accessible to wheelchairs and we have a portable induction loop if you have hearing difficulties.  If you have other accessibility needs, please let us know.

2 Our contact with you

When we contact you, we will aim to be polite and professional.  We will treat you with dignity and respect.  We will always try to set out our decisions clearly, without using jargon.

3 Dealing with cases as promptly as we can

We aim to deal with your complaint quickly and efficiently.  When we start work on your case, we will regularly tell you about the progress we are making.

We know that in any organisation, things can sometimes go wrong.  Please tell us if this happens, so that we can put things right and learn from any mistakes.  We would like to hear from you if you are not satisfied with any part of our service, please read the section about how to complain about our service.

We know that we can’t please everyone all of the time – and our decisions can disappoint those who don’t get the outcome they had hoped for.  The grounds on which to ask us to review our decision on your case are limited.   We explain on what grounds we might accept a request for a review of our decision in the section called asking for a review of an SPSO decision.

Last updated 4th May 2010.