Leaflets for Complaint Handlers

A leaflet explaining how to make a formal complaint to a public service provider and when to bring a complaint to the SPSO.

This leaflet aims to help organisations under the remit of the SPSO meet the statutory obligations of the Scottish Public Services Ombudsman Act (2002).  

Under Section 2(2) of the SPSO Act 2002, a listed authority can ask the Ombudsman to investigate a complaint under certain circumstances. This advice leaflet clarifies SPSO's view of this provision.

This document explains how we handle unacceptable behaviour by complainants.

SPSO guidance on redress

SPSO Guidance on Apology, outlines what an apology is and what you need to do to make a meaningful apology.