Complaints Standards Authority

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

We provide information and support to public sector organisations, such as the Model Complaints Handling Procedures (MCHPs) for public services in Scotland; implementation and compliance guidance; good practice and training resources; and insights to help support learning and improvement in public sector complaints handling.

Contact the CSA team: csa@spso.gov.scot


Updated: January 24, 2020