In this month’s edition of the Ombudsman’s findings, we highlight the importance of taking good notes during a complaints investigation and using these to help communicate openly with the complainant.
At the 2023 SPSO Conference, Carolyn Hirst, Independent Consultant and Researcher at Hirstworks, delivered a fantastic session to delegates drawing on her own experiences and learnings to do with complaint handler wellbeing.
This month the Ombudsman’s findings highlight the importance of taking a person-centred approach.
Last month we:
We have laid our Annual Report for the year 2022-23 before the Scottish Parliament.
Highlights include:
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Last month we:
This month the Ombudsman’s findings highlight the importance of following good complaints handling procedures and having mechanisms in place to learn from complaints.
