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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

Information leaflets

Below you can download information leaflets about making complaints and our role, remit and process, as well as fact sheets on particular types of complaints, and materials for complaint handling staff in public service organisations. 
 

 

  • SPSO Guidance on Apology (PDF)
    When we investigate a complaint and find a problem that has not been solved, we often recommend that the organisation offer an apology. This guidance note sets out what an apology is and what you need to do for an apology to be meaningful.
  • SPSO Redress Policy (PDF)
    This leaflet sets out the SPSO approach to resolving a complaint or request through recommendations for redress.

For further information for complaint handling staff in public service organisations, guidance and training opportunities, please visit our webpages for organisations.

Updated: October 2, 2020