SPSO Supports Complaint Handling Conference

Jim Martin, Scottish Public Services Ombudsman, and Emma Gray, Communications Manager, spoke at a conference on Complaint Handling, Excellence in Public Services and the Value of Consumers.  Mackay Hannah's one day event was held in Edinburgh on Friday 4 December 2009, and was chaired by Frank McAveety MSP, with guest speakers from Ipsos Mori and Computer Application Services Ltd.

The conference outlined the changing strategic priorities of the SPSO and discussed the implications for service providers and complainants of the Government review of complaint handling. Other key subjects included learning from Ombudsman investigations, best practice in complaints handling, the relationship between good complaint handling and delivering excellent customer service and the importance of using complaints to drive organisational improvement.