Scottish Public Services Ombudsman

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Jim Martin, Scottish Public Services Ombudsman

Photo of Jim Martin, Scottish Public Services OmbudsmanJim Martin was Police Complaints Commissioner for Scotland from that office’s inception in 2007 until he became Ombudsman on 1 May 2009.

He was also the Scottish non-executive chairman of Logica and ran a management consultancy. Jim was General Secretary for the Educational Institute of Scotland from 1987 until 1995 and served as a member of the Scottish Funding Council.


Niki Maclean, Director

Photo of Niki Maclean, DirectorNiki Maclean joined the SPSO in August 2005 initially as HR Manager before taking over responsibility for corporate services in April 2007 and the investigations function in 2010. Her focus at the SPSO has been on building greater performance management and accountability across all areas of the business.

Before joining the SPSO, Niki had 12 years experience in HR, organisation change and the development and training field across the public and private sectors including the  teaching, health, legal and accountancy profession. She worked with a medium sized UK based accountancy firm managing the HR and learning and development functions as well as delivering consultancy services to external clients.


Emma Gray, Head of policy and communications

Photo of Emma Gray, Head of Policy and CommunicationsEmma Gray heads the SPSO’s Policy and Communications section and is a member of the Senior Management Team.

She is responsible for raising awareness of the SPSO amongst the general public, promoting good complaints handling in organisations delivering public services and feeding back the learning from complaints to public organisations, policy makers and the government. She also manages the SPSO’s press relations.

Emma’s early career was journalism, followed by human rights advocacy and lecturing in Russian studies and media. She joined the SPSO in September 2005.


Paul McFadden, Head of complaints standards

Photo of Paul McFadden, Head of Complaints Standards
Paul McFadden heads the SPSO’s Complaints Standards Authority (CSA) which was established in October 2010 to take forward the new responsibilities provided by the Public Services Reform (Scotland) Act.

Before joining SPSO, Paul helped establish the office of the Police Complaints Commissioner for Scotland (PCCS), leading the development of their complaints handling and corporate services functions. He then worked with the Home Office, developing and implementing an inspection methodology for the Chief Inspector of the UK Border Agency.

He has held a range of positions as a policy adviser for the Scottish Government, having joined the civil service through the Fast Stream graduate programme.