COVID-19 update

Our office is currently not open to visitors. We are responding to emails; however, our response times will be affected.  We are operating a limited telephone service for complaints related enquiries. Our Scottish Welfare Fund review service is still available by telephone as normal.  Please read our information for customers and organisations

E-learning courses

Our e-learning courses have been developed for frontline staff to help with the implementation of the Model Complaints Handling Procedures (MCHPs).

This training is available to all public sector organisations and is free.

Problems are generally best resolved when they are fixed early. Early resolution of problems can often prevent complaints escalating. These modules will help you to understand how best to resolve problems early and diffuse potentially difficult situations. They will also tell you what you need to know about the Model Complaints Handling Procedure for Scottish public bodies.

E-learning courses - study now

NHS training

NHS Education for Scotland maintains a training resource for NHS staff: "Little Things Make A Big Difference: Valuing People" (link is external)

If you are looking for a direct delivery course, please look at our training courses page.

Each course consists of a several modules. Each module covers a different topic to support you in dealing with complaints and will take between 10 and 20 minutes to complete. You can exit and come back at any time. You don’t need to register and  can complete this as often as you would like.

If your organisation would like evidence of completion you might want to take a screen print of the ‘Well done’ slide at the end of each module.

If you have any difficulties accessing these modules please check with your IT team. The modules use Flash and pop-ups and you may need to update your computer settings to allow this. If your IT team can’t resolve the problem send us an email (link sends e-mail) describing the problem (with a screen shot if possible) and we will look into it.

If you have any questions about the content or would like information about hosting these modules on your own LMS please contact us at training@spso.gov.scot (link sends e-mail).

Contact us

If on behalf of a public sector organisation you have any questions about complaints handling, or if you require support or guidance, please contact us:

Phone:  0131 297 4814

Contact form 


Updated: July 7, 2020