Early Resolution

When we receive your complaint, our Advice & Early Resolution Team will first check that your complaint is about an organisation and a subject that we can look at.  We’ll also check that the organisation has been given a chance to sort out the issue.

If it is clear that we can’t take on your complaint we will explain why and give you advice on what you can do next.  Wherever possible we will try to find another organisation that may be able to help you.

Sometimes we need more information to decide if your complaint is one that we can consider further. 

When this happens, a complaints reviewer must first make sure that your complaint is one that can be considered by SPSO under the terms of the Scottish Public Services Ombudsman Act (2002) - the legislation is referred to as the Ombudsman Act in this section of our website.

The complaints reviewer may assess several factors when considering a complaint; this may include checks on the following:

• Time limits for making a complaint
Ombudsman Act S.10 (1)

• Rights of appeal to tribunals and the courts
Ombudsman Act S. 7 (8)

• If the complaint is about employment and personnel matters
Ombudsman Act Sch. 4, para. 8

• If the complaint is about contractual matters
Ombudsman Act Sch. 4, para. 7(1)

If the complaint appears to be one that the SPSO can look at, the complaints reviewer will consider if early resolution is possible.  We may need to discuss your complaint with you or the organisation being complained about, or both.

If no restrictions apply and an early resolution has not been possible, your complaint will be considered further through our investigation service.

If you have any questions about whether or not we may be able to look at your complaint, please call us on our advice line freephone 0800 377 7330.

For information on what happens after early resolution please visit this link.

Last updated 13 May 2010