Scottish Public Services Ombudsman

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Thursday, March 29, 2012

On 28 March we published our first model complaints handling procedure (CHP) for the local government sector. 

This model CHP is published under section 16B of the SPSO Act 2002 (as amended by the Public Service Reform (Scotland) Act 2010). As required under section 16c of the Act, all 32 local authorities in Scotland have been notified that the model procedure applies with effect from 30 March 2012.

The model CHP aims to simplify and improve complaints handling through a standardised system for complaints across all local authorities. It has been developed with a working group of local authority complaint experts and in consultation with SOLACE, COSLA and other key stakeholders in the sector.

All local authorities are required to adopt the model CHP as soon as possible within the 2012/2013 financial year. Each authority should provide the Ombudsman with a compliant model CHP by 14 September 2012. 

The model CHP and relevant associated documents (including details on implementation, approval and monitoring compliance) are available here:

For more information about the model CHP contact the Complaints Standards Authority by email at

All media enquiries to Gráinne Byrne, communications officer, or phone 0131 240 8849.


Updated: August 10, 2015