One constant aspect of our complaints handling experience is the need to find ways to repair the trust and relationship between a citizen and a public body that has let them down. Apology is a key part of this process and the SPSO has long campaigned for legislation that would allow for providing an apology without admission of liability. We welcome the opportunity of responding to the consultation on this matter.

We have published our response to the findings of a survey we commissioned from an independent consulting company.  The survey ‘Listening to Complainants’ is published along with our response and actions we are taking in light of the feedback from users of our service.

We have laid five investigation reports and sixty decision reports before the Scottish Parliament today.  Four investigation reports are about health and one is about local government.

Image courtesy of Scottish Canals

We took on responsibility for the external review of complaints about the Scottish canals network on 2 July 2012. That was the date on which British Waterways became a stand-alone Scottish public corporation with a board appointed by Scottish Ministers.