Easter closure

Please note that we will be closed from 5pm Thursday 28 March until Tuesday 2 April 2024 for the Easter break. Complaints can still be made via our complaints form but they will not be received until we reopen. Wishing you a happy Easter! 

Technical issues:

The SPSO advice line is currently unavailable due to technical issues which we are working with our telephone provider to resolve.  We apologise for the inconvenience and hope to find a resolution as soon as possible. 

Information leaflets

Below you can download information leaflets about making complaints and our role, remit and process, as well as fact sheets on particular types of complaints, and materials for complaint handling staff in public service organisations. 
 

 

  • SPSO Guidance on Apology (PDF)
    When we investigate a complaint and find a problem that has not been solved, we often recommend that the organisation offer an apology. This guidance note sets out what an apology is and what you need to do for an apology to be meaningful.
  • SPSO Redress Policy (PDF, 249KB)
    This leaflet sets out the SPSO approach to resolving a complaint or request through recommendations for redress.

For further information for complaint handling staff in public service organisations, guidance and training opportunities, please visit our webpages for organisations.

Updated: January 26, 2024