The SPSO's Complaints Standards Authority (CSA) is leading the development and implementation of simplified, standardised complaints handling procedures (CHPs) across the Scottish public sector.

Its purpose is to support continuous improvement in complaints handling by guiding all public service providers under our remit towards a simplified, standardised complaints procedure, which puts the service user at the heart of the process, focuses on early resolution, and values complaints as tools for feedback, learning and improvement.

Valuing Complaints is our CSA website. It provides a centre for best practice in complaints handling. It contains information to help support improvement in public sector complaints handling, including: model complaints handling procedures (CHPs) for public services in Scotland; implementation and compliance guidance; and good practice and training resources.  It also hosts a community forum for the professional complaints handling community.

Contact the CSA team:

Updated: June 20, 2019