Information for complaint handlers

This leaflet explains what happens when a complaint is made to the SPSO. It also gives information about our process, reporting our findings, Complaints Standards Authority and training courses.
 

This leaflet advises you on the SPSO's Service Standards and what to do if you are unhappy with the service you have received from us.

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.